IT Applications Service Desk Manager

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PURPOSE:

The IT Applications Service Desk Manager (or Supervisor) is a hands-on leadership role responsible for overseeing the day-to-day operations of the business applications team within the IT department.
This role does not cover hardware, infrastructure, Windows administration, or network operations.

Instead, the focus is on managing and optimizing the suite of applications that enable business processes—such as ERP, CRM, finance systems, and other digital platforms—while ensuring exceptional end-user support, efficient incident resolution, and continuous system improvement.

The Manager/Supervisor leads a Level 1 application support team (analysts, application specialists, and developers), providing direction, removing obstacles, and maintaining service quality.

FUNCTIONS:

Team Leadership & Management

• Supervise, coach...