IT Service Desk Manager

GenZ Talent; Lahore; On-site; PKR 1,674,000 - 2,232,000; Full time

Job summary

GenZ Talent in Lahore is seeking an experienced IT Service Desk Manager to lead day-to-day IT support operations onsite. You will ensure high-quality service delivery, maintain standards, and enhance user experience across the organization.

The role requires strong leadership, incident management, SLA governance, and hands-on experience in enterprise IT environments. 2+ years supervisory experience is desired, with expertise in Microsoft 365 and Active Directory.

Qualifications

• A Bachelor’s degree in IT, CS or related field is required.
• 2+ years in IT Support / Service Desk, with supervisory/managerial experience preferred.
• Strong knowledge of ITIL framework and service management practices.

Responsibilities

• Provide Level 1/2 support for Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams).
• Troubleshoot email issues, mailbox access, mail flow, spam filtering, Outlook configuration.
• Manage user accounts, password resets, and access in Microsoft 365 and Active Directory.
• Support Azure AD user and group management and license assignment.
• Assist with M365 license management and subscription queries.
• Provide support for Microsoft Intune (device enrollment, compliance, troubleshooting).
• Troubleshoot printer issues, drivers, networking, and connectivity problems.
• Support VPN connectivity and remote access issues.
• Handle ticket management using ConnectWise and other service desk tools per SLA.
• Provide remote support for desktops, laptops, and mobile devices.
• Assist in mailbox migrations, onboarding/offboarding, and basic tenant configurations.
• Maintain documentation of incidents, resolutions, and knowledge base updates.
• Escalate complex issues to senior engineers when required.

Skills

Leadership

Supervisory experience

ITIL knowledge

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Active Directory

Azure AD

Outlook

ConnectWise

Job description

Job Description:

About the job 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.
13. 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

Requirements: