Service Desk Optimization Manager

Job Description

The Service Desk Optimization Manager is responsible for overseeing the efficient triage and assignment of IT service tickets to ensure timely resolution and adherence to service level objectives. This role requires a detail-oriented and process-driven individual who can monitor ticket queues, enforce escalation protocols, and collaborate closely with Tier 1 and Tier 2 support teams. The Optimization Manager serves as the primary point of contact for high-severity incidents, maintains open communication with stakeholders, and ensures accurate documentation and timely reporting.

This person is also responsible for creating and maintaining KPI reports to monitor service desk performance and efficiency. Success in this role demands strong organizational skills, a calm demeanor under pressure, and the ability to drive accountability across technical teams without direct authority.

• Oversee incident ticket workflows for technical support and issue resolution. Ensure tickets are appropriately assigned and prioritized in alignment with business objectives and location-specific requirements.
• Oversee the escalation process for ageing tickets by actively monitoring outstanding issues and collaborating with the leadership team to facilitate timely resolution.
• Ensure strict adherence to ticket management protocols, including effective communication, compliance with service level objectives (SLOs), and thorough documentation.
• Partner closely with the IT team to facilitate efficient ticket management and prompt resolution.
• Provide direction and support to promote timely and effective ticket handling.

• Serve as the coordinator for severity one incidents, overseeing ticket assignment, managing business communications, and ensuring thorough and accurate documentation of all associated tasks.

• Develop and maintain comprehensive Key Performance Indicator (KPI) reports to monitor service desk performance and operational efficiency.
• Analyze data to identify trends and recommend opportunities for process improvement.

• Detail-oriented and process-driven professional responsible for ensuring prompt and accurate assignment of service tickets.
• Strong communication and coordination skills to manage escalations, collaborate effectively across IT teams, and maintain clear and timely stakeholder updates.
• Analytical and metric-focused, capable of tracking KPIs and driving continuous improvement.
• Calm under pressure, especially during critical incidents.
• Collaborative spirit while guiding Tier 1 and Tier 2 support.
• Accountability and ownership are essential, as the Optimization Manager ensures service level objectives are met, and no ticket remains unresolved.

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Business Administration, or related field.
• Experience with IT ticketing systems and service management tools (e.g., Service Now, Jira).
• Proven ability to manage ticket queues and life cycles, enforce escalation protocols, and ensure adherence to service level objectives.
• Established organizational and multitasking skills with keen attention to detail.
• Familiarity with IT infrastructure components, including desktops, laptops, mobile devices, and associated support procedures.
• Demonstrated ability to collaborate with Tier 1 and Tier 2 support teams to ensure timely resolution.
• Experience coordinating severity one (P1) incidents and managing external communications.
• Skilled in KPI reporting and maintaining data quality.
• Experience in a business engagement role.
• Strong interpersonal, written, and oral communication skills, ability to present ideas in user-friendly language.
• Strong organizational and time management skills with the ability to prioritize in high-pressure environments.
• Demonstrated analytical thinker with a proactive approach to problem-solving and continuous improvement.
• Experienced in working with IT and customers across all organizational levels.

• Demonstrated 5 years of hands‑on experience in desktop support…