IT Service Desk Manager

IT Service Desk Manager Department: Cloud & Infrastructure Services Location: Gulberg 3, Lahore (Onsite) Employment Type: Full-Time Experience Required: 2+ Years Compensation: PKR 150,000 – 200,000 / Month Job Overview We are looking for an experienced IT Service Desk Manager to lead and manage day-to-day IT support operations. The ideal candidate will be responsible for ensuring high-quality technical support delivery, maintaining service standards, and improving overall IT user experience across the organization. This role requires strong leadership, incident management expertise, SLA governance, and hands-on experience in enterprise IT environments. Key Responsibilities 1. Provide Level 1 / Level 2 support for Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams. 2. Troubleshoot email issues, mailbox access, mail flow, spam filtering, and Outlook configuration. 3. Manage user accounts, password resets, and access permissions in Microsoft 365 and Active Directory. 4. Support Azure AD (Entra ID) user and group management, and license assignment. 5. Assist with Microsoft 365 license management and subscription-related queries. 6. Provide support for Microsoft Intune (device enrollment, compliance, and basic troubleshooting). 7. Troubleshoot printer issues, driver installations, network printing, and connectivity problems. 8. Support VPN connectivity, networking-related user issues, and remote access problems. 9. Handle ticket management using ConnectWise and other service desk tools, ensuring timely resolution as per SLA. 10. Provide remote support for desktops, laptops, and mobile devices. 11. Assist in mailbox migrations, user onboarding/offboarding, and basic tenant configurations. 12. Maintain proper documentation of incidents, resolutions, and knowledge base updates. 12.Escalate complex technical issues to senior engineers when required. Requirements Bachelors degree in IT, Computer Science, or related field 2+ years of experience in IT Support / Service Desk role Minimum 2 years in supervisory or managerial role Strong understanding of ITIL framework and service management practices Knowledge of Outlook configuration and troubleshooting Knowledge of Microsoft 365, Active Directory, Azure AD, and endpoint management Strong problem-solving and leadership skills