Service Desk Manager

Who We Are

ICE Consulting is a privately owned, leading Managed IT Services Provider (MSP) established in 1996. We specialize in delivering comprehensive IT support services, including Network & Security, UNIX/Linux & Windows Engineering, System & Database Administration, Help Desk Support, VoIP Support, and complete IT infrastructure management.

Our clients—small to mid-sized enterprises—depend on us for secure, efficient, and scalable technology solutions.

We are seeking a hands-on, strategic, and people-focused Service Desk Manager to join our Asia Office in Lahore. This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting’s international clients.

Job Summary

The Service Desk Manager will oversee IT support operations in a fast-paced Managed Service Provider (MSP) environment. The role includes managing a 24/7 Help Desk team, coordinating with onsite engineers in the U.S., ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.

The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.

Requirements

Key Responsibilities

1. Service Delivery Management

• Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
• Coordinate with onsite, systems, and network teams to deliver seamless client support.
• Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
• Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
• Collaborate with Project Managers to review and refine all client communications before release.

2. Team & Resource Management

• Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
• Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
• Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
• Provide coaching, mentoring, and training to develop team members’ technical and customer service skills.

3. Client Onboarding & Offboarding

• Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
• Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
• Partner with engineering and project teams to ensure seamless transitions and client satisfaction.

4. Compliance & Audit Support

• Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
• Ensure internal processes and communication align with industry standards and regulatory expectations.

5. Quality Assurance & Process Improvement

• Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
• Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
• Enforce consistent use of templates, documentation standards, and internal knowledge base updates.

6. ITIL & Governance

• Apply ITIL best practices across incident, request, change, and problem management processes.
• Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.

Qualifications & Requirements

• Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience leading support teams in an MSP or IT services environment.
• Strong technical knowledge of Windows (7–11), macOS, mobile devices, and cloud platforms (O365, Gmail).
• Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
• Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
• Excellent leadership, documentation, and communication skills for managing cross-functional global teams.