Service Desk Manager

The Service Desk Manager leads Mobiz's front-line IT support function, overseeing Tier 1 and Tier 2 operations to ensure high-quality service delivery across client accounts. This role involves managing ticket lifecycles in ServiceNow, coaching teams, and driving continuous service improvement using ITIL methodologies. The leader acts as the primary escalation point for major incidents and engages with stakeholders to present performance reports and expand service scope.