A Service Desk Manager overseeing 24x7 operations is responsible for ensuring robust IT support is always available, across all shifts, with a focus on operational continuity, service excellence, and proactive improvement. Key Responsibilities Operational Oversight Lead and manage all aspects of a service desk that operates 24 hours per day, 7 days a week, ensuring consistent coverage, shift handover efficiency, and robust incident response. Monitor daily workflows, KPIs, and SLA adherence for the entire support schedule, minimizing service disruptions and optimizing resource allocation. Ensure all processes-incident, request, change, escalation-are followed across all shifts, and that performance benchmarks are achieved. Team Management & Leadership Mentor, train, and develop technical support staff on all shifts; manage shift team leaders and promote high standards of customer service. Conduct regular performance reviews, provide feedback, and drive a collaborative work environment. Recruit and onboard new staff, ensuring teams are adequately staffed for 24x7 coverage. Service Delivery & Improvement Oversee incident management, including major incident handling, and facilitate quick resolutions with minimum user impact. Promote ITIL and industry best practices, regularly review service desk workflows, and initiate strategic improvements including automation, self-service, and AI-driven solutions. Drive continuous service improvement for all business-critical supporting services, ensuring seamless operations 24x7x365[8]. Customer Service Excellence Instil a customer-focused ethos, ensuring high levels of customer satisfaction are maintained for all users at all times. Serve as the escalation point for unresolved or high-priority issues, complaints, and incidents. Stakeholder Communication & Reporting Build relationships with internal and external stakeholders, regularly updating them about service desk performance and major incidents. Track, analyze, and report on service desk metrics, trends, and improvement initiatives for senior management. Resource & Budget Management Plan, allocate, and optimize resources (human and technical) to meet round-the-clock operational demands efficiently. Manage service desk budget, negotiate contracts, and ensure cost-effective use of service tools and technologies. Compliance & Risk Management Ensure all 24x7 operations comply with company policies, industry standards, and regulatory requirements. Manage risk, including data privacy, access controls, and disaster recovery readiness for all support operations. Key Skills & Qualifications Proven experience managing IT service desks with 24x7 operations in a complex, multi-site or global environment. Demonstrated ability in shift and resource planning, performance management, and process improvement for round-the-clock support. In-depth knowledge of service desk management tools (e.g., ServiceNow), ITIL frameworks, and best practices; ITIL certification preferred. Excellent leadership, communication, and conflict resolution abilities. Strong analytical and reporting skills for monitoring ongoing performance. Ability to adapt to dynamic environments and evolving technologies. Experience with automation, AI, and digital transformation initiatives in IT support. Bachelor's degree in a related discipline or equivalent experience, with relevant technical certifications preferred.