Service Desk Manager

Overview

We’re seeking a skilled Service Desk Manager to lead Quest’s global IT Service Desk function. This role will oversee IT Service Desk support quality, drive service excellence, and support team performance across our IT Service Desk. You’ll be responsible for monitoring ticket quality, delivering actionable feedback, and partnering with leadership across the business to improve support standards and customer satisfaction. You’ll also provide daily guidance to a global team of Level 1 IT support staff while playing an active role in coaching and operational oversight.

100% RemoteCandidates must be residing in the Republic of Panama, Central America.

Responsibilities

• Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth.
• Service Management: Oversee daily service desk and service operations, ensuring timely and effective resolution of technical issues and requests.
• Customer Support: Serve as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions.
• Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
• Technical Expertise: Maintain up-to-date knowledge of company systems, software, and hardware to effectively support the team and users.
• Reporting: Generate regular reports on service performance, customer feedback, and team metrics.
• Collaboration: Work closely with other departments to ensure seamless service integration and support.
• Schedule Management: Develop and manage the help desk team’s schedules to ensure adequate coverage and timely response to user requests. Coordinate shifts, manage time-off requests, and ensure balanced workloads.

Qualifications

• 10+ years of experience in a Help Desk, IT Support, or Service Desk environment; leadership experience strongly preferred.
• 3+ years of experience in a leadership role, global and multiple locations preferred.
• Solid understanding of IT Service Desk operations, ticketing systems, and support best practices (ServiceNow experience a plus).
• Understanding of the IT Service Management (ITSM) framework.
• Strong leadership and team management skills, with a proven ability to deliver constructive feedback and guide performance improvement.
• Strong analytical, organizational, and documentation skills.
• Excellent communication, interpersonal, and written skills.
• Familiarity with tools, reporting dashboards, and knowledge base platforms. (SharePoint and Confluence are a plus)