IT Service Desk Manager — Lead Microsoft 365 & ITIL

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

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.