Service Desk Administrator

We are seeking a Service Desk Manager to own the service desk end-to-end.
This is a hands-on role focused on discipline, urgency, and customer experience.
You will handle L1 and L2 tickets, ensure early and correct escalation to L3, and keep the service desk operating cleanly, quietly, and predictably.
Key Responsibilities:
Own day-to-day Service Desk operations
Resolve L1 and L2 tickets end-to-end
Ensure tickets are logged correctly, prioritised by impact, updated clearly, and closed properly
Monitor and enforce SLA compliance
Escalate to L3 / Systems Engineers early and appropriately
Maintain a clean desk:
No stale or unassigned tickets
High-quality notes and closures
Act as the primary owner of service quality
Reduce repeat issues through root cause analysis, SOPs, and documentation
Communicate clearly with customers throughout the ticket lifecycle
Maintain and improve Zoho Desk workflows and configuration
Provide visibility to the IT ...