Job Overview

The Service Desk Manager is responsible for leading and overseeing all Service
Desk operations, including a matrix staff organization, ServiceNow platform
administration and optimization, ticket management, SLA performance, PC imaging
and deployments, asset lifecycle management, and hardware/software inventory
control. This position requires exceptional problem-solving, leadership, and
customer service skills to ensure operational excellence and high end-user
satisfaction.

The Service Desk Manager will work closely with IT leadership and business
stakeholders to continually refine, optimize, and transform Service Desk
operations through ITIL best practices and effective use of the ServiceNow IT
Service Management (ITSM) platform. The successful candidate will foster a
positive, service-oriented culture while driving continuous improvement and
operational efficiency.

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Primary Responsibilities and Activities





* Lead all operational and daily activities of assigned Service Desk resources
to ensure timely, effective resolution of incidents and requests in
accordance with established Service Level Agreements (SLAs).
* Administer, optimize, and continuously improve ServiceNow ITSM processes,
workflows, dashboards, reports, and service catalog offerings.
* Oversee daily ticket volumes and prioritize work across multiple support
teams to ensure timely issue resolution.
* Develop, document, and improve Service Desk processes and procedures within
an ITIL and SLA-driven environment.
* Monitor and report on ServiceNow performance metrics, KPIs, SLAs, and
operational trends to leadership.
* Define internal Service Desk performance indicators that support
customer-facing service metrics and present results to management.
* Proactively manage communications related to technical support, incidents,
outages, maintenance, changes, and service interruptions.
* Regularly communicate servic

📌 IT Manager, Service Desk (México)
🏢 TPI Composites
📍 México