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Service Desk Manager



Colombo, Sri Lanka
Posted on Wednesday, June 5, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The IT@IFS Service Desk manager will drive strategic initiatives to transform the end user support experience while ensuring day-to-day IT support goals and expectations are met. This person understands and delivers IT Service Desk services focused on excellent experience above all else, understands the difference between good and bad experience and manages the team and its operations with that goal in mind. The manager provides leadership and guidance and manages the staff who support, drives improvement and support processes.

Key to success is to look forward and use AI and Automation to optimize experience and efficiency.


Transform existing traditional IT Service Desk into a modern, data driven and highly automated service. With full focus on service experience and team development with ambition of managing and leading IFS most motivated and positive team.

Develop, implement, optimize and govern usage of Incident, Request and Problem process cross IT@IFS. Being the owner of these processes with the responsibility of their usability and actual usage in all IT@IFS teams.

Work together with IFS internal product development groups to evolve IFS Assyst (ESM tool) product into enterprise grade and AI powered IT Service Desk capabilities

How is it measured:

  • Communication with users and stakeholders when interacting with IT@IFS in accordance with agreed process documentation (Major Incident, Incident etc..)
  • Team eNPS score measured using Peakon surveys.
  • Service documentation quarterly updated and signed off by Service Owner and VP IT Operations, facilitate the call and focus on changes.
  • Response & Resolution times for Incidents within SLAs
  • Standard Request delivery within SLA’s
  • Resolution of Problem Records
  • Avoidance of repeat incidents
  • Knowledge article usage and adoption by IT and Business Users
  • Change delivery quality (In Time, Lead Time, No incidents, Functionality as agreed)

This position holds the following primary accountabilities and responsibilities:

  • Ensure the Service Desk is providing a world class IT support experience
  • Manage, direct, and lead the service desk staff, delivery of services and continual service improvement initiatives.
  • Deeply understand and represent the user experience with IT services and ensure services, processes, and methodologies of delivery align to business needs/value
  • Build and evolve service delivery processes that enhance the user experience and build consistent, reliable service delivery patterns for the company
  • Establish and maintain standards and best practices for service desk operational processes with well-defined measurement criteria
  • Build and evolve service desk delivery services to align with customer needs, business value, best practice and cutting edge technologies that can automate and streamline delivery
  • Collaborate, build alignment, and develop strong relationships with technology, vendor, and business partners across the organization to identify and optimize service desk service delivery
  • Play a critical role in the company’s technology transformation, managing organizational and technological change
  • Identify and drive areas of continual service improvement across the service desk services stack, fuelling problem management, technology innovation, and user experience automation
  • Oversee incident, request and problem management work performed by managed service areas to ensure alignment with support and process standards
  • Build a world class service desk team through effective recruiting, hiring, continuous staff development and adopting AI to optimize and automate services


To be a successful Service Desk Manager your mindset will be the key factor self-motivated with the ability to work autonomously when required. Service quality and user experience is your number one focus.

  • Experience with organizational transformation and it’s impact on service delivery methods and end user experience
  • Problem solving, analytical, and time management skills.
  • Experience creating, managing and executing on hiring and staff development plans
  • Experience with omni channel support methods, virtual chat, AI, and predictive intelligence technologies
  • Strong written and verbal communication skills in English
  • Certified ITIL (Foundation) V3 beneficial
  • Designed and maintained an IT service dashboard through IT support data, metrics and analysis of business services offered/delivered to business. Utilized to maintain service levels and identify areas for improvement.

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.