Service Desk Manager

Who We Are

We are a privately owned, leading Managed IT Services provider. Since 1996, we’ve specialized in delivering full-scale IT support, including Network & Security, UNIX / Linux & Windows Engineering, System & Database Administration, Help Desk Support, VoIP Support, and complete IT infrastructure management. Our small to mid-sized enterprises—depend on us for secure, efficient, and scalable technology solutions.

We are currently seeking a hands-on, strategic, and people-centered IT Service Delivery Manager / User Support Team Manager to elevate our support services, manage global delivery teams, and help us maintain our position as a trusted leader in the MSP space.

Job Summary

We are seeking a results-driven and strategic IT Service Delivery Manager to lead global service operations within a fast-paced Managed Service Provider (MSP) environment. This role is responsible for managing onsite user support engineers, overseeing a Help Desk team in Asia, ensuring high-quality service delivery, driving client onboarding and offboarding, supporting pre-sales efforts, and leading Quality Assurance (QA) across all client interactions. The role also involves close collaboration with Project Managers to ensure peer-reviewed client communications and smart resource allocation across support teams. The ideal candidate is technically sound, people-focused, and process-driven with a strong command of ITIL-aligned practices.

Key Responsibilities

1. Service Delivery Management

• Own end-to-end service delivery for assigned clients, ensuring SLA compliance, operational performance, and customer satisfaction.
• Coordinate across Help Desk, onsite, systems, and network teams to ensure seamless support delivery.
• Serve as the escalation point for service-impacting issues, leading timely resolution and transparent communication.
• Conduct service reviews with clients and leadership, presenting KPIs, trends, and continuous improvement plans.
• Collaborate with Project Managers to ensure peer-reviewed user communication before external release.
• Assist clients with gathering evidence and documentation for compliance and audit readiness (SOC 2, HIPAA, HITRUST, FDA, etc.).

2. Global Support & Resource Management

3. Onboarding & Offboarding of Clients

4. Compliance & Audit Support

5. Quality Assurance & Process Improvement

6. ITIL & Governance

Requirements

Additional Requirements

Benefits

ICE is proud to be an equal opportunity employer committed to building a high-performing, diverse workforce. All new hires are required to complete a background check and drug screening as part of our onboarding process.