Job description
Grade: L3
Location: Islamabad
Last date to apply: 8th August 2025
What is the Manager Service Desk?
Manager SD is a critical role in any IT Service Management (ITSM) operation. The role reports to “Stream Head IT-Infrastructure”. Manager SD has a team of over 30 people in different regions to support smooth business operations nationwide. Person is responsible for overseeing the day-to-day activities of service-desk operations, people management, prioritization of service desk tickets, monitoring SLA and OLA, escalation handling, and Service Desk process optimization.
What Manager Service Desk do?
Overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive timely support. The role is part general management, part service operations and part special projects. In addition to managing a potentially large staff of support teams (mostly remote), the manager service desk also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
· In-depth understanding of Office 365 subscription and Microsoft Licensing Program.
· Managing Microsoft Infrastructure, i.e., Microsoft Active Directory, DNS, and DHCP Services
· Email account management hosted on-prem & Office365 mailboxes, SharePoint & Instant Messaging
· Ensure timely Patch Management of servers and laptops as per the Information Security Governance guideline
· Video Conferencing devices management and integration with Cisco Video Conference Gateway Expressway.
· Knowledge of Cloud service hosting, Amazon, and Azure will be preferred.
· Responsible for managing existing Domain registration and their timely renewal.
· Responsible for certificate management, including internal PKI and public SSL certificates.
· Budget planning (CAPEX and OPEX) is in line with the organization’s business plan.
· Experience in handling Enterprise Mobility operations (work from anywhere, any device, any time).
· Manages internal and external audits related to Microsoft and the systems in collaboration with different functions.
· Develop an understanding of IT Helpdesk processes and tools.
· Meet relevant internal and external stakeholders, e.g., suppliers, principals, BSS-IT, IP Network, IT ServiceDesk, Information Security operations, and Governance teams.
· Develop understanding of PO/PR process, contract management, Service Levels, and Operation level agreements
· End user data protection, data leakage protection, enterprise mobility, Advanced Anti-Malware Protection, etc.
· Optimize IT Service Desk operations: Analyzing IT Service Desk ticketing trends, identifying most common issues/requests, formulating plan(s) to reduce repetitive tickets by introducing automation or self-service.
· Follow up on customer-satisfaction issues and user-feedback responses.
· Managing the escalation point for any incidents, service requests, or issues. During a typical shift, a service desk manager may spend as much as half of his or her time managing escalations.
What are we looking for, and what does it require to be a Manager Service Desk?
· BE (Computer Science, EE, Computer Engineering), 5 – 10 Years of Relevant Experience
· Have sound knowledge of end-user computing and networking.
· Preferably have a good understanding of MS Office365, MS Licensing, and collaboration tools.
· Ability to manage large teams (virtual) disbursed across regions
· Good Presentation skills, able to present project status at CXX levels.
· Ability to manage complex projects
· Assessing the impact of a situation
· Problem Solver and a good team player
· Ability to work under pressure, Conflict management
· Relevant Telco experience would be preferred
Why Join Jazz?
As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.
