Manager – Service Desk

Job Summary:
The Manager Service Desk is responsible for owning and leading the day-to-day operations of the Service Desk team ensuring timely high-quality technical support to all talabat users across markets. Acting as a bridge between the IT Service Delivery Manager and frontline engineers this role drives operational excellence adherence to processes and continuous improvement in end-user support. It develops the team to align with global growth and service delivery targets.

Key Responsibilities:

1. Operational Leadership

• Own the performance and maturity of the Service Desk function ensuring the service catalog meets business needs and is delivered within defined service levels.

• Sets Operational targets KPIs and ensures alignment of IT Service Delivery objectives.

• Act as the final escalation point for critical service issues and major incidents driving post-incident reviews and ensuring corrective actions are integrated into processes.

• Monitor ticket queues workload distribution and escalation paths to Level 2 and Infrastructure teams.

• Ensure accurate documentation knowledge articles and troubleshooting guides are maintained and updated regularly.

• Ensure effective shift patterns coverage planning and continuity across markets.

• Lead capacity planning and resource modeling for the Service Desk leveraging demand forecasts and performance data to align staffing with business growth and regional needs proactively.

2. Service Quality & Process Adherence

• Ensure ITIL processes (Incident Request and Problem Management) are consistently applied.

• Establish analyze and present key performance indicators (KPIs) translating operational metrics (FCR MTTR CSAT) into strategic business value and risk statements for senior leadership.

• Conduct ticket audits and identify improvement opportunities through trend and root-cause analysis.

• Ensure proper handover and knowledge transfer between shifts or support tiers.

3. People Leadership & Development

• Manage the Global Service Desk team and coordinate with the local Service Desk Leads.

• Supervises day-to-day team operations providing guidance feedback and coaching.

• Conducts regular 1:1s supports career development and ensures high morale within the team.

• Leads the recruitment selection and onboarding of Service Desk personnel ensuring a high standard of technical and customer service skills is maintained.

• Promotes a customer-centric and Own It mindset aligned with Talabats values.

4. Tools & Knowledge Management

• Maintain accurate configuration of queues automation rules and reporting dashboards.

• Oversee creation and upkeep of the internal Knowledge Base and Self-Service Portal.

• Drive Service Improvement Plans (SIPs) focused on automation and self-service initiatives that strategically reduce ticket volume and optimize support costs

5. Stakeholder & Communication Management

• Act as the first point of escalation for service issues raised by business users or regional IT teams.

• Communicate outages planned maintenance and major incidents effectively to stakeholders.

• Collaborate closely with Infrastructure Systems and Security teams to address recurring service risks and ensure alignment on support strategy.

• Participate in cross-functional meetings to represent Service Desk performance and initiatives translating service metrics into business value.

6. Continuous Improvement & Projects

• Contribute to Service Improvement Plans and new service transitions ensuring accountability for achieving defined maturity and efficiency goals..

• Assist in defining and updating SLAs OLAs and internal KPIs.

• Support IT audits compliance checks and asset-tracking initiatives.

• Participate in special IT projects including tool migrations process automation and service rollouts.

Key Metrics (KPIs):

• SLA compliance rate through all stages of the incident management process

• First Contact Resolution rate

• CSAT score

• Average Resolution Time - MTTR

• Ticket backlog and re-open rate

• Knowledge Base article usage/adoption

• Team Turnover and Employee Satisfaction Rate

Qualifications :

Qualifications & Experience:

• Bachelors degree in Computer Science Information Technology or related field.

• 68 years of experience in IT Service Delivery or IT Support with at least 2 years in a Service Desk lead role.

• Expert-level proficiency of ITIL v4 framework and ITSM tools (preferably Jira Service Management or ServiceNow).

• Strong technical knowledge across Microsoft 365 Windows/macOS endpoint management and collaboration tools.

• Experience with asset management account provisioning and identity/access management (e.g. Intune Azure AD PIM).

• Excellent communication problem-solving and stakeholder-management skills.
   

Remote Work :

No

Employment Type :

Full-time