Service Desk Manager

About the role

Usuhoh.com is a fast‑growing managed services provider that handles technology, security, integrations and automation for its clients. As the Service Desk Manager you will be the first point of contact for every client request, ensuring it is understood, prioritized and routed to the right specialist.

Key responsibilities

• Own initial response targets and guarantee fast, accurate replies to client tickets.
• Analyse each request, ask clarifying questions and transform vague issues into actionable tickets.
• Follow escalation paths and assign tickets to the appropriate technical team member.
• Maintain strong relationships with clients, keeping them informed and engaged throughout the resolution process.
• Track and organise requests in a tidy, visible system and identify recurring patterns to drive root‑cause improvements.

Required profile

• 2+ years of experience in a service desk, help desk or ticketing management role (MSP, agency or SaaS experience a plus).
• Professional proficiency in English, both written and spoken.
• Proven ability to build and maintain client relationships while staying calm under pressure.

Required skills

• Google Workspace
• Microsoft 365
• User access and password management
• Two‑factor authentication (2FA)
• Device management
• Common SaaS tools