IT Service Center Manager

Location-Remote

Job Summary
The IT Service Center Manager is responsible for managing the day-to-day operations of the IT service desk/service center, ensuring timely and effective support to employees and maintaining high levels of IT service quality and user satisfaction.

Key Responsibilities

• Manage daily operations of the IT Service Center and support team.
• Ensure timely resolution of IT incidents, service requests, and user issues.
• Monitor service desk performance against agreed SLAs/KPIs.
• Manage ticket queues, escalations, priorities, and recurring issues.
• Lead, coach, and develop Service Desk/IT support staff.
• Coordinate with infrastructure, applications, network, security, and other IT teams for issue resolution.
• Maintain and improve IT support processes, procedures, and documentation.
• Track service performance and prepare regular management reports.
• Ensure effective user communication during major incidents and service disruptions.
• Identify recurring problems and support root-cause analysis and continuous improvement.
• Help manage IT assets, user access requests, and standard IT service processes.
• Ensure compliance with company IT policies, security requirements, and service management standards.

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• Good understanding of IT Service Management and ITIL practices.
• Strong knowledge of IT support processes, ticketing systems, and SLA management.
• Good troubleshooting and problem-solving skills.
• Strong communication, customer service, and stakeholder-management skills.
• Experience managing and motivating IT support teams.
• Ability to work under pressure and manage multiple priorities.