Posted 5 days ago 18 views
We are seeking a skilled IT Service Desk Manager to oversee and manage daily IT support operations within our Cloud & Infrastructure Services department. This full-time, onsite role based in Gulberg 3, Lahore, requires a proactive leader who can ensure the delivery of high-quality technical support while maintaining service standards and enhancing the overall IT user experience. The ideal candidate will have hands-on experience in enterprise IT environments, strong incident management capabilities, and a solid understanding of SLA governance.
Key Responsibilities
- Provide Level 1 and Level 2 support for Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
- Troubleshoot issues related to email, mailbox access, mail flow, spam filtering, and Outlook configuration.
- Manage user accounts, password resets, and access permissions within Microsoft 365 and Active Directory.
- Support Azure AD (Entra ID) user and group management, including license assignment.
- Assist with Microsoft 365 license management and address subscription-related queries.
- Provide support for Microsoft Intune, covering device enrollment, compliance, and basic troubleshooting.
- Troubleshoot printer-related issues such as driver installation, network printing, and connectivity problems.
- Support VPN connectivity, networking-related user issues, and remote access challenges.
- Manage ticketing systems like ConnectWise and other service desk tools, ensuring timely resolution in line with SLAs.
- Deliver remote support for desktops, laptops, and mobile devices.
- Assist with mailbox migrations, user onboarding and offboarding, and basic tenant configurations.
- Maintain accurate documentation of incidents, resolutions, and knowledge base updates.
- Escalate complex technical issues to senior engineers when necessary.
Required Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field.
- Minimum of 2 years’ experience in an IT Support or Service Desk role.
- At least 2 years in a supervisory or managerial position.
- Strong knowledge of the ITIL framework and service management best practices.
- Proficiency in Outlook configuration and troubleshooting.
- Solid understanding of Microsoft 365, Active Directory, Azure AD, and endpoint management.
- Excellent problem-solving abilities combined with effective leadership skills.
Compensation
The position offers a competitive monthly salary ranging from PKR 150,000 to 200,000, commensurate with experience and qualifications.
This role is ideal for a motivated IT professional looking to lead a dynamic service desk team and contribute to the continuous improvement of IT support services within a growing organization.
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