Service Desk Manager

About Mobiz

Mobiz is a global technology services leader, Microsoft-aligned managed services and cloud solutions provider, empowering mid-market and enterprise organizations across North America and the Middle East. We deliver end-to-end IT operations, Modern Work and Security, Data and AI, cybersecurity, infrastructure, and digital transformation services—driving resilience, innovation, and measurable business impact at scale.

With a Solutions Partner designation and active pursuit of Azure Expert MSP status, Mobiz combines the agility of a boutique consultancy with the delivery rigor of a tier-1 integrator. Our NOC and SOC teams operate as the always-on backbone of client environments, monitoring thousands of endpoints, network nodes, and cloud workloads around the clock.

What Can You Expect?

Every day at Mobiz we work with a deep sense of purpose. We continuously innovate. Our mission is to empower our clients to do more through transformation.  You’ll work in a collaborative environment alongside highly talented people that improve client operations and exceed expectations.  We strive to simplify technology challenges, and no less.

Who Are We Looking For?

The Service Desk Manager leads Mobiz's front-line IT support function, ensuring consistent, high-quality service delivery across all client accounts. Reporting to the Director of Engineering, this role owns the end-to-end service desk operation from ticket lifecycle governance and SLA performance to team coaching, escalation management, and continual service improvement. The ideal candidate combines strong ITIL-based process knowledge with hands-on leadership experience in a managed services or enterprise IT environment.

Key Responsibilities 

1. Service Delivery & Operations

• Own daily service desk operations across Tier 1 and Tier 2 support, ensuring adherence to SLA and OLA targets.
• Monitor queue health, ticket aging, and resolution metrics in ServiceNow; drive proactive escalation before breaches occur.
• Serve as the primary escalation point for complex or high-priority incidents, coordinating with engineering leads and client stakeholders.
• Lead Major Incident Management (MIM) bridge calls, ensuring clear communication and structured resolution.
• Maintain and improve knowledge base articles, runbooks, and first-call resolution (FCR) procedures.

2. Team Leadership & Development

• Recruit, onboard, and develop a team of Service Desk Analysts and Tier 1/2 engineers.
• Conduct regular 1:1s, performance reviews, and skills gap assessments aligned to Mobiz's engineer tiering framework.
• Define and enforce shift schedules, on-call rotations, and coverage models across time zones.
• Foster a culture of accountability, continuous learning, and client-first service ethos.

3. Process & Continual Service Improvement (CSI)

• Lead regular service reviews using ITIL CSI methodology; identify recurring incident patterns and drive root cause elimination.
• Develop and maintain SOPs, escalation matrices, and triage playbooks for all supported service lines.
• Collaborate with the Project Management and Engineering teams to ensure smooth handoffs from project delivery to steady-state support.
• Champion automation and tooling enhancements within ServiceNow to reduce manual effort and improve analyst productivity.

4. Client & Stakeholder Engagement

• Prepare and present service performance reports and monthly service review (MSR) materials to client stakeholders.
• Manage client escalations with professionalism and urgency; maintain trusted relationships with key client IT contacts.
• Coordinate with Account Management and the Director of Engineering on client satisfaction, scope changes, and service expansion opportunities.

Candidate Profile: Requirements & Preferred Qualifications 

Required Qualifications

• Bachelor’s/Master’s degree in Computer Science or related field.
• 5+ years of IT support experience, with at least 2 years in a supervisory or management role.
• Demonstrated expertise managing a service desk in a managed services provider (MSP) or multi-client environment.
• Proficiency with ITSM platforms — ServiceNow experience is strongly preferred.
• Strong working knowledge of ITIL v3/v4 processes (Incident, Problem, Change, Knowledge Management).
• Experience with Microsoft 365 Exchange Online,Teams,SharePoint,Intune) and Azure Active Directory /Entra ID.
• Proven ability to build, motivate, and retain high-performing technical support teams.
• Excellent written and verbal communication skills; ability to translate technical issues for non-technical stakeholders.

Preferred Qualifications

• ITIL 4 Foundation certification (or higher).
• Microsoft certifications (MS-900, MD-102, or equivalent).
• Experience with CrowdStrike, Defender for Endpoint, or similar endpoint security platforms.
• Familiarity with network fundamentals (DNS, DHCP, VPN, firewall concepts — Fortinet, Palo Alto, WatchGuard).
• Background in cybersecurity incident response or involvement in IR engagements.
• Experience with Azure Virtual Desktop (AVD) or Citrix environments.

Core Technical Skill Set

The following technologies and platforms are central to success in this role:

• ITSM: ServiceNow (Incidents, Changes, Problems, Knowledge, Timecards)
• CRM / ERP: Dynamics 365 CRM, Dynamics Business Central
• Productivity: Microsoft 365 (Teams, Outlook, SharePoint, OneNote)
• Endpoint & Security: CrowdStrike Falcon, Microsoft Defender, Intune / MEM
• Identity: Microsoft Entra ID (Azure AD), Conditional Access, PIM
• Cloud: Microsoft Azure (IaaS / PaaS), Azure Virtual Desktop
• Network Security: Palo Alto, Fortinet, WatchGuard, Cisco Meraki
• Code & Automation: GitHub (Mobizinc org), n8n, PowerShell, Azure Automation

Core Competencies (Power Skills)

• Service Leadership
• Incident Command & Crisis Management
• Stakeholder Communication
• Team Leadership & Development
• Decision Making Under Pressure
• Process Discipline & ITIL Alignment
• Continuous Service Improvement (CSI)
• Customer & Stakeholder Focus
• Operational Ownership
• Time & Prioritization Management

What We Offer

• A team of bright, hard-working, and innovative people that will contribute to your growth.
• Competitive Salary and comprehensive benefits plan.
• A dynamic and collaborative work environment with opportunity to work with cutting-edge technology and innovative solutions. 

Other

This is a full-time, on-site position based in Karachi, Pakistan.

Equal Opportunity & Diversity Commitment

At Mobiz, we believe that diverse perspectives, experiences, and backgrounds strengthen our organization and drive innovation. We are committed to fostering an inclusive workplace where all employees are valued, respected, and empowered to succeed. As an equal opportunity employer, we make employment decisions based on qualifications, merit, and business needs, without regard to race, gender, age, religion, disability, national origin, or any other protected characteristic.

What Happens Next?

Thank you for your interest in becoming part of Mobiz. We are committed to attracting exceptional talent and building a team that drives innovation, excellence, and meaningful impact. Every application is reviewed with care and consideration. If your experience and qualifications are a match for the role, a member of our team will connect with you regarding the next stage of the hiring process. 

We appreciate your interest in joining Mobiz and wish you success in your career endeavors.