Service Desk Manager

Fri 07 Dec 2018

To provide Leadership to the ervice desk team that extends voice and email support to all IT users across Equiniti group.

Key Responsibilities

  • Lead the service desk team operating from multiple geographies and supporting multiple tecnologies.
  • Adherance to ITIL framework , 
  • Adherance to industry standard compliance and audit requirements.   
  • Management reporting
  • Team management
  • Interface with Users as may be required.
  • Maintain and contribute to the creation IT Knowledge base.
  • Lead a team to Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, etc. Maintaining User Accounts on Servers and applications. Grant or Revoke specific access permissions. Handle Password reset requests from the users.
  • Participate in Major incident and address critical problem.

Qualification & Skills


  • Basic Degree with a good track record.
  • Excellent verbal and written communication skills in English.
  • Should have an overall 15+ years of experience in handing Technical Help Desk function.
  • Good knowledge of Microsoft Operating systems – Windows 7 , Windows 10, Windows server 2012, MS Exchange, O365, Cloud ,  Colloboration tools and familiarity to handle calls on Network , Database and voice. 


  • Exposure to Ticketing tools.
  • ITIL v3 certification.

Personal Traits

  • Excellent verbal and written communication skills in English.
  • Highly process orientated 
  • Desire to learn and ability to quickly implement learnings.
  • Troubleshooting skills
  • Should be a good team player, highly motivated and ambitious
  • Willingness to work extended hours or away from home base when required.