{"id":3691243,"url":"https://alion.io/job/rank-group-service-desk-manager","title":"Service Desk Manager","company":{"id":172402,"name":"Rank Group","domain":"rank.com","url":"https://alion.io/company/rank-group","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-02T23:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T19:05:45Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Purpose:Ready to lead a 24/7 Service Desk where great service and continuous improvement go hand in hand?\nWe’re looking for an experienced Service Desk Manager to take ownership of our day-to-day Service Desk operation, leading the team, improving performance and ensuring our customers receive consistently great support.\nWhat you’ll be doing\nLead the daily operation of a 24/7 Service Desk, including rotas, coverage and workload.\nDrive performance across SLAs, ticket quality, call handling and backlog management.\nCoach and develop the team, creating a high-performance, customer-first culture.\nAct as the key escalation point when service issues arise.\nUse dashboards and data to identify trends and improve performance.\nDrive automation and continuous improvement across the Service Desk.\nEnsure activity is accurately captured and reported through ServiceNow.\nWhat we’re looking for\nProven experience leading a Service Desk, IT Support or Technical Support team.\nStrong understanding of IT service management, incidents, requests, SLAs and escalations.\nExperience managing teams and rotas within a 24/7 environment.\nConfident using ITSM tools, reporting and performance data.\nA strong people leader who is calm under pressure, organised and customer-focused.\nWhy join us?\nThis is your chance to do more than manage tickets. 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