Full-Time IT Service Desk Manager

• Managing the Service Desk operations (L1/L2) aligned with ITIL best practices.
• Ensuring adherence to SLA, escalation paths, and runbooks/SOPs.
• Managing the lifecycle of access requests (Joiner/Mover/Leaver) through Jira Service Management.
• Managing RBAC, principle of least privilege, and SoD.
• Managing Entra ID/SSO and SCIM.
• Handling hardware and software asset management, including procurement, inventory, and disposal.
• Administering MDM/Endpoint (e.g., Intune/Endpoint Manager) and ensuring policy compliance.
• Coordinating vendors for remediation/logistics.
• Monitoring incident handling, service requests, and changes in Jira Service Management.
• Supporting IT infrastructure and business systems (CRM/ERP/Atlassian).
• Leading a team of up to 10 engineers, including hiring, mentoring, performance management, and development.
• Managing the ServiceDesk project during basic remission and basic PL
• Creating dashboards and reports in Jira/Confluence (SLA, FCR, MTTR, CSAT/NPS, trends, backlog, KPIs).

• Experience with ServiceDesk operational models (L1/L2) and ITIL framework.
• Experience with Jira Service Management and Confluence.
• Experience with Microsoft 365 Admin Center.
• Experience with Entra ID/SSO, RBAC, JML, SoD, SCIM.
• Experience with MDM/Endpoint (Intune or similar).
• Knowledge of Asset/CMDB.
• Experience planning license budgets.
• Experience working with vendors.
• Knowledge of ISO 27001 requirements.
• Experience managing Windows/macOS endpoints.
• Strong experience in incident, problem, change, and request management.
• Strong knowledge of security and compliance for corporate environments.

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