Service Desk Manager (Remote, IT Services)

Job summary

This position involves leading and enhancing a client-facing Service Desk while managing the Atlassian service management platform, including Jira Service Management and Confluence. The role focuses on ensuring the Service Desk operates effectively as a reliable entry point for operational tasks across various clients.

Qualifications

• Proven experience in service desk management and incident management.
• Hands-on expertise with Jira Service Management and related Atlassian tools.
• Experience in managing a client-facing support function.
• Strong organizational and coordination skills across teams.
• Excellent written and verbal communication skills in English.

Responsibilities

• Oversee daily operations and continuous improvement of the Service Desk.
• Ensure professional handling of incidents and service requests.
• Manage the service management platform, including workflows and SLAs.
• Lead client onboarding processes and provide usage guidance.
• Improve incident management practices and communication.
• Own the reporting function and ensure timely delivery of operational reports.
• Develop and lead the first-line support team, focusing on quality and process discipline.
• Coordinate on-call schedules and manage rota changes.

Skills

• Strong understanding of ticket quality and escalation processes.
• Ability to drive adoption of service management tools and processes.
• Experience in operational reporting and stakeholder communication.

Education

• Relevant experience in IT service management or a related field is preferred.

Tools

• Jira Service Management, Confluence, Jira Software, and Refined.