IT Service Desk Manager

We are seeking a skilled IT Service Desk Manager to oversee and manage the daily operations of our IT support team within the Cloud & Infrastructure Services department. This full-time onsite role is based in Gulberg 3, Lahore, and offers a competitive monthly salary ranging from PKR 150,000 to 200,000. The successful candidate will ensure the delivery of high-quality technical support, uphold service standards, and enhance the overall IT user experience throughout the organization. This position demands strong leadership abilities, expertise in incident management, SLA governance, and practical experience working in enterprise IT environments.

Key Responsibilities

- Provide Level 1 and Level 2 support for Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
- Troubleshoot email-related issues such as 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 handle subscription-related inquiries.
- Provide support for Microsoft Intune, covering device enrollment, compliance, and basic troubleshooting.
- Troubleshoot printer-related problems, including driver installations, network printing, and connectivity issues.
- Support VPN connectivity, resolve networking-related user issues, and manage remote access problems.
- Handle ticket management using ConnectWise and other service desk tools, ensuring timely resolution in line with SLA requirements.
- 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 update the knowledge base regularly.
- 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 capacity.
- Strong understanding of ITIL framework and service management best practices.
- Proficient knowledge of Outlook configuration and troubleshooting.
- Solid experience with Microsoft 365, Active Directory, Azure AD, and endpoint management.
- Excellent problem-solving capabilities combined with effective leadership skills.

This role offers an excellent opportunity for a motivated IT professional to lead a dynamic support team while working in a fast-paced enterprise environment. If you have the required experience and are passionate about delivering exceptional IT service, we encourage you to apply.