Service Desk Manager Job Description Template

The Service Desk Manager plays a crucial role in overseeing the IT support operations of an organization. They are responsible for managing a team of technicians and ensuring that the Service Desk is providing efficient and effective support to end-users. The Service Desk Manager also implements and maintains IT policies, procedures, and service level agreements. This job description template provides an outline of the key responsibilities and qualifications required for the role.

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Job summary

We are looking for an experienced Service Desk Manager to oversee our help desk support team and ensure that our clients receive effective technical assistance.


  • Manage and lead the Service Desk team, including hiring, training, and coordinating work schedules.
  • Develop and implement standard operating procedures and policies for the team.
  • Oversee the day-to-day operations of the Service Desk, including prioritizing and delegating tasks.
  • Monitor Service Desk metrics to ensure that service level agreements (SLAs) are met.
  • Ensure that Service Desk staff are providing timely and effective support.
  • Implement and maintain ITIL (Information Technology Infrastructure Library) best practices.
  • Work closely with other IT teams to ensure that issues are resolved quickly and efficiently.
  • Participate in the development and implementation of new IT projects.
  • Provide training and support to end-users as needed.
  • Monitor industry trends and evaluate new technologies to identify opportunities for improvement.


  • Bachelor's degree in Computer Science, Information Technology or related field.
  • 5+ years of experience in an IT support role, with at least 3 years in a leadership or managerial position.
  • Knowledge of ITIL best practices.
  • Excellent communication and customer service skills.
  • Strong problem-solving and analytical skills.
  • Ability to manage multiple priorities and meet deadlines.
  • Experience with service desk software such as ServiceNow or Remedy is preferred.
  • ITIL Foundation certification is a plus.


If you are looking to hire a Service Desk Manager, then it’s important to know how to create the perfect job posting. This article will guide you through the process of creating a job posting that will attract the right candidates to your organization.

Job Title and Description

First things first, you need to come up with a suitable job title for your Service Desk Manager position. Titles such as “IT Support Manager” or “Help Desk Manager” may be more widely understood than “Service Desk Manager”. Make sure that the title reflects the responsibilities of the job accurately.

Next, write an informative and clear job description. The description must include the following:

  • The job responsibilities and duties
  • The required qualifications, education, experience, and certifications
  • The preferred qualifications
  • Details about the organization and its culture
  • Make sure you also include information about the salary range and benefits (if possible).

    The Required Skills and Experience

    Include a list of the skills and experience that are essential for the Service Desk Manager position. This list should include the following:

  • Experience in managing a service desk, help desk, or IT support team
  • Ability to manage and motivate a team of technical professionals
  • Demonstrated experience in incident management and problem resolution
  • Thorough understanding of ITIL framework and service desk best practices
  • Excellent communication and interpersonal skills
  • You may also want to include skills that are specific to your organization, such as knowledge of certain software or hardware systems.

    The Preferred Skills and Experience

    It’s also helpful to list skills and experience that are preferred, but not necessarily essential. This will help you to find a better candidate who will fit your organization’s specific needs. Some of the preferred skills may include:

  • Experience with ServiceNow (or other similar IT Service Management platforms)
  • Experience in managing remote teams
  • Prior experience in the industry or sector (such as healthcare, finance or government)
  • A bachelor’s degree in computer science or related field
  • The Application and Interview Process

    Finally, outline the application process and the steps that will be involved in the interview process. The application process should be simple and easy to follow. Consider using an online application form or portal, as this can help to streamline your recruitment process.

    Make sure that the application form allows candidates to upload their CV and cover letter, and to include any other relevant documents or certifications.

    Outline the different stages of the interview process, such as an initial phone interview, a skills assessment, and a panel interview. Be sure to include the dates and times, as well as any other instructions that candidates need to be aware of.


    A well-crafted Service Desk Manager job posting can help you to attract the right candidates to your organization. By following the steps outlined in this article, you can create a job posting that is clear, informative, and appealing to prospective candidates.

    FAQs on Creating Service Desk Manager Job Posting

    What information should be included in the job title?

    The job title should accurately reflect the position and its level of experience. Consider including essential details such as full time or part-time, remote or in-office, and location.

    What are the essential qualifications and skills required for a Service Desk Manager?

    The essential qualifications and skills required for a Service Desk Manager include:

  • Experience in managing a team or a group of service desk specialists
  • Ability to prioritize multiple tasks in a fast-paced environment and work under pressure
  • Experience working in IT or tech support, with knowledge of different software, hardware, and operating systems
  • Excellent communication skills to effectively liaise with team members, clients, and stakeholders
  • Problem-solving skills, analytical thinking, and attention to detail
  • How should I format the job description?

    The job description should be formatted in a clear, concise, and easy-to-read manner. Use bullet points and headings to structure the document, and include essential information such as:

  • Job summary and responsibilities
  • Essential qualifications and skills required
  • Job requirements such as education, experience, and certification
  • Information on the company and its culture
  • What are some examples of additional information that can be included in the job posting?

    Additional information that can be included in the job posting includes:

  • Salary and benefits information
  • Information on company values and culture
  • Opportunities for professional growth and development
  • Specific job duties and responsibilities
  • Should I include an application deadline?

    Yes, including an application deadline can help streamline the job application process and establish a sense of urgency for candidates. Consider leaving the job posting open for a reasonable amount of time, typically two to four weeks.

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