IT Service Desk Manager

About the role

We are seeking an experienced IT Service Desk Manager to lead the day‑to‑day IT support operations for our Cloud & Infrastructure Services department. The role is responsible for delivering high‑quality technical support, maintaining service standards and continuously improving the user experience across the organization.

Key responsibilities

• Provide Level 1 and Level 2 support for Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive and Microsoft Teams.
• Troubleshoot email issues, mailbox access, mail flow, spam filtering and Outlook configuration.
• Manage user accounts, password resets and access permissions in Microsoft 365 and Active Directory, including Azure AD (Entra ID) group management and license assignment.
• Support Microsoft Intune for device enrollment, compliance and basic troubleshooting.
• Resolve printer driver installations, network printing and connectivity problems.
• Assist users with VPN connectivity, networking‑related issues and remote access.
• Handle ticket management in ConnectWise and other service‑desk tools, ensuring SLA‑compliant resolution.
• Provide remote support for desktops, laptops and mobile devices, and assist with mailbox migrations, onboarding/off‑boarding and tenant configuration.
• Maintain accurate incident documentation, knowledge‑base updates and escalate complex issues to senior engineers.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• Minimum 2 years of experience in an IT Support / Service Desk role.
• At least 2 years in a supervisory or managerial position.
• Strong understanding of the ITIL framework and service‑management practices.

Required skills

• Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams).
• Outlook configuration and troubleshooting.
• Active Directory and Azure AD (Entra ID) user and group management.
• Microsoft Intune device management.
• Printer and network printing troubleshooting.
• VPN and remote‑access support.
• ConnectWise ticketing system.
• Remote support for Windows desktops, laptops and mobile devices.
• Mailbox migration, user onboarding/off‑boarding and tenant configuration.
• Incident documentation and knowledge‑base maintenance.