Job Description
ROLE PURPOSE
The Service Desk Manager (Assurance) is accountable for the operational performance of the service desk function and for verifying that service desk delivery consistently meets documented process, quality, and SLA standards — not just that tickets are being closed. This role exists because a service desk can appear operationally healthy on volume and closure metrics while quietly failing on quality, first-time-fix, and process adherence — and those gaps only surface once they're already damaged client trust.
The role owns the day-to-day management of the service desk team (triage, escalation discipline, shift coverage) alongside a formal assurance function — quality scoring, process adherence auditing, and coaching — that confirms the desk operates to the standard defined in SOPs, rather than to individual agent habit.
What This Role Owns (Outcome Commitments)
- Service Desk Operational Performance — L1/L2 ticket handlin...