Consultant - Service Desk
About the role
The Consultant - Service Desk role is responsible for leading and managing Service Desk operations, ensuring service delivery meets agreed SLAs and KPIs. The position involves managing and mentoring teams of 30-40+ resources across Service Desk and End User Computing functions, driving continuous service improvement, and implementing ITIL-aligned service management processes. The ideal candidate will have significant experience in IT infrastructure and end user computing operations, with proven leadership in large-scale IT support environments. The company is seeking someone with strong leadership, communication, and customer-facing skills, and relevant technical and managerial qualifications. The role is based in Colombo, Sri Lanka.
Must have
- 8-10 years of experience in IT Infrastructure and End User Computing (EUC) operations
- Proven experience managing Service Desk teams and large-scale IT support environments
- Strong understanding of: Service Desk Operations, End User Computing (EUC), Desktop & Laptop Support, Teleconferencing Solutions, Data Center Technologies, ITIL Framework and Service Management
- Experience driving: Automation initiatives, Process improvements, Resource optimization, Customer satisfaction and stakeholder management
- Strong leadership, communication, and customer-facing skills
- B.E. / B.Tech / MBA
Nice to have
- ITIL Certification (Preferred)
- PMP Certification (Desirable)
Technologies
- ITIL
- Pmp
Highlights
ITIL Certification is preferred and PMP Certification is desirable. The role requires managing large teams and may involve operational governance and P&L management. Applicants can apply directly or reach out for more information.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka