ESP Global Services
Website:
espglobalservices.com
Job details:
Brief Description
We're looking for a Service Desk Manager with a strong technical support background to lead the day-to-day operations of our Service Desk. You'll drive first line and escalation support performance, keep incident and ticket management sharp, and build a team of technically skilled analysts who deliver excellent customer outcomes, all while acting as the go-to escalation point when things get critical.
What You'll Do
- Lead and develop a team of technical and non-technical support analysts, ensuring they're fully trained across all supported systems, platforms, and processes
- Own the team's technical performance call/ticket quality, first-contact resolution, productivity, and adherence to SLAs
- Manage shift rosters and resourcing to maintain 24/7 coverage, including on-call and after-hours support
- Monitor incident and ticket management against defined ITSM processes, identifying technical skill gaps and rolling out targeted training
- Own onboarding and technical readiness for new services and customers transitioning into the Service Desk, ensuring a smooth path to steady state support
- Act as Escalation Manager for incidents and service impacting issues, driving technical triage, coordinating with resolver groups, and keeping stakeholders updated until resolution.
- Lead root cause analysis on recurring issues.
- Manage performance against KPIs, feedback, and monthly 1:1s
- Stay current on the technologies and platforms your team supports, and keep building your own technical depth.
Requirements
What You'll Bring
- 5+ years' experience managing a Service Desk or technical support team in an IT Services environment
- Solid hands-on background in technical/IT support you understand the systems your team troubleshoots, not just the process around them
- Strong knowledge of ITSM ticketing and call management systems (ServiceNow experience)
- Experience in incident management, root cause analysis, and escalation handling
- Proven people management experience leading a large technical team
- Strong stakeholder management and the ability to translate technical issues for non-technical audiences
- Analytical mindset comfortable deep-diving into technical/performance data as well as owning the bigger strategic picture
- ITIL Foundation certification (minimum)
A Few Things to Know
This role supports a 24/7 service desk, so flexibility for out-of-hours emergencies, escalations, and on-call rotations is essential. You'll lead from the front line, working hands-on with your team's technical queue while collaborating with an internationally distributed team across multiple time zones.
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