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 service performance and improvement initiatives to key stakeholders.
- Serve as the

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