IT Service Desk Operations Manager

SUMMARY:
Are you an experienced IT Service Desk & Operations Manager with strong leadership and ITIL expertise? Join a dynamic team where you’ll manage critical IT operations and ensure seamless service delivery across infrastructure and support functions!

POSITION INFO:
A leading organization is seeking an IT Service Desk & Operations Manager to oversee IT support and infrastructure operations within the MIS department. This permanent role offers the opportunity to manage service continuity, lead a skilled team, and ensure compliance with ITIL standards and ISO processes.

What’s in it for you?
You’ll play a key role in ensuring operational excellence, managing IT resources, and driving service improvements that impact the entire business.

Key Responsibilities

• Plan, organize, and assign tasks to the RUN team
• Manage IT hardware resources, including inventory and capacity planning
• Ensure ITIL-compliant MIS support processes (ticketing, troubleshooting, monitoring, reporting)
• Oversee daily, weekly, and monthly production follow-ups
• Manage IT infrastructure contracts and SLAs, ensuring compliance and applying penalties where necessary
• Ensure adherence to security, licensing, and group IT policies
• Maintain compliance with ISO, ITIL, and QHSE processes
• Contribute to tenders and RFPs, and stay updated on emerging technologies

Job Experience and Skills Required

• Degree in Information Technology or Computer Science
• ITIL Foundations certification

• 10–15 years of relevant IT experience
• Strong knowledge of Microsoft environments
• Expertise in network/telecom (FortiGate certifications advantageous)
• Knowledge of VMWare virtualization technology (added advantage)

• Managerial and leadership capabilities
• Strong troubleshooting and problem-solving aptitude
• Ability to manage multiple priorities in a fast-paced environment

• Software Developers (Back-End / Front-End / Full Stack)
• Mobile Developers
• Business & Systems Analysts
• BI & SQL Experts
• UI / UX Professionals
• Data Scientists / Data Analysts
• Big Data Professionals
• Cloud Experts
• Infrastructure Specialists
• DevOps / SecOps Experts
• Cyber Security Specialists
• SEO / Digital Designers