Information Technology Service Desk Manager

Overview

The ITSM Manager is responsible for leading the end-to-end management of IT Service Management ITSM operations, driving the delivery of high-quality IT services aligned with business objectives. This role oversees the design, implementation, and continuous optimization of ITSM frameworks and processes to enhance service efficiency, minimize downtime, and ensure seamless collaboration between IT and business departments. Additionally, the ITSM Manager leads the ITSM team, coordinates IT requirements management, manages risks and compliance, and fosters continuous improvement to support the organization's digital transformation and operational excellence.

Functions

1. ITSM Strategic Planning: Develop and implement ITSM strategies aligned with the overall business goals, define and execute roadmaps for ITSM process optimization and tool enhancement, ensuring scalability and alignment with future business and IT needs.
2. Requirement Coordination: Take the lead in the IT department's requirement coordination function, responsible for organizing the collection, consolidation, evaluation, priority alignment, and progress tracking of end-to-end IT requirements. Ensure effective alignment between IT resources and business requirements to promote smooth IT-business collaboration.
3. ITSM Process & Tool Management: Design, document, and maintain ITSM processes (e.g., incident management, problem management, change management, service request management) based on industry frameworks (such as ITIL). Oversee the selection, implementation, and optimization of ITSM tools to support process execution and service delivery.
4. Service Delivery & Support Oversight: Monitor the end-to-end IT service delivery process, ensure timely resolution of IT incidents and problems, and maintain high service availability and user satisfaction. Collaborate with IT support teams, technical teams, and business units to address service bottlenecks and improve service quality.
5. Risk & Compliance Management: Identify, assess, and mitigate risks related to ITSM operations, service disruptions, and data security. Ensure compliance with industry regulations, internal policies, and ITSM best practices, and implement control measures to safeguard IT service integrity and sensitive data.
6. Team Leadership & Development: Manage a team of ITSM professionals (including service managers, process analysts, support specialists, etc.). Provide leadership, guidance, and mentorship to team members, foster a culture of collaboration, innovation, and continuous improvement. Establish a training system to enhance the team's professional skills and ITSM competency.
7. Vendor & Partner Management: Manage relationships with ITSM tool vendors, third-party service providers, and consultants. Establish vendor evaluation mechanisms, negotiate contracts, oversee vendor performance, and ensure effective collaboration to meet service requirements.
8. Performance Monitoring & Reporting: Define and track key performance indicators (KPIs) for ITSM operations (e.g., service level agreement (SLA) compliance rate, incident resolution time, process efficiency). Generate regular reports on service performance, process effectiveness, and improvement initiatives for senior management.
9. Continuous Improvement: Conduct regular reviews of ITSM processes, services, and team performance. Collect feedback from business users and internal teams, identify areas for optimization, and drive continuous improvement projects to enhance service efficiency and business value.
10. Cost Control & Analysis: Manage ITSM-related budgets, including tool licensing, training, and vendor services. Control expenditures, conduct cost-benefit analysis of ITSM initiatives, and ensure optimal allocation of resources.
11. Cross-Departmental Collaboration: Collaborate closely with business departments, IT infrastructure teams, application teams, and other relevant units to align ITSM services with business needs. Facilitate communication and coordination to resolve cross-departmental issues and support business process optimization.
12. Data Governance & Management: Ensure the integrity, accuracy, and security of ITSM-related data (e.g., incident records, change logs, service metrics). Oversee data collection, cleansing, and validation, and implement data governance policies to comply with organizational data standards.

Job Skills & Qualifications

1. Bachelor's degree in Computer Science, Information Technology, Engineering, or related fields; Master's degree preferred. At least 8 years of IT industry experience, with a minimum of 5 years in ITSM-related roles (e.g., ITSM process management, IT service delivery, IT project management).
2. Proven experience in leading ITSM teams and managing end-to-end ITSM processes. Deep understanding of industry ITSM frameworks (e.g., ITIL 4) and best practices, with relevant certifications (ITIL, PMP, etc.) highly preferred.
3. At least 3 years of experience in IT requirements coordination, project management, or cross-departmental collaboration, demonstrating the ability to align IT resources with business priorities and track demand execution.
4. Strong technical background with experience in ITSM tool management (e.g., ServiceNow, Remedy, Jira Service Management) and familiarity with IT infrastructure, application systems, and digital transformation trends.
5. Excellent communication and stakeholder management skills, able to effectively interact with all organizational levels, vendors, and third parties, and clearly convey technical and process-related information.
6. Strong analytical, problem-solving, and decision-making skills. Ability to identify root causes of complex ITSM issues, develop effective solutions, and manage risks and expectations.
7. Demonstrated leadership capabilities, including team management, mentorship, and fostering a collaborative and results-driven team culture. Experience in building and developing high-performing ITSM teams.
8. Proficient in cost control and performance analysis, with the ability to track KPIs, generate actionable reports, and drive data-driven continuous improvement.
9. Familiar with relevant industry regulations and data security standards (e.g., GDPR, ISO 27001), ensuring ITSM operations comply with compliance requirements.
10. Excellent oral and written communication skills in English; proficiency in Mandarin is a plus.
11. Strong collaboration skills, ability to work in a cross-functional environment, influence outcomes, and drive consensus among diverse stakeholders.
12. High sense of responsibility, adaptability, and ability to work under pressure in a dynamic business environment.