Manager – Service Management

Job Description

Title: Manager – Service Management

Company Name: TEKVISION (BD) LIMITED

Vacancy: 1

Age: Na

Job Location: Chattogram

Salary: Negotiable

Experience:

• At least 9 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Multinational Companies, Group of Companies

• Bachelor’s degree in Computer Science, IT, Engineering, or a related discipline

• At least 9 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Multinational Companies, Group of Companies

• Strong understanding of ITIL principles with hands-on service desk leadership experience.

• Excellent operational control and process discipline.

• Strong people management and coaching capability.

• Customer-focused mindset with effective communication skills.

• Ability to build scalable and repeatable support models.

• Proven experience managing Level 1 IT Support teams in manufacturing, BPO, IT services, or multi-site environments.

• Hands-on experience with ITSM tools, ticketing systems and SLA tracking.

Role Purpose

The Manager – Service Management is responsible for leading and stabilizing Level 1 IT Support Services across assigned locations. The role focuses on building a mature, standardized and ITIL-aligned Service Desk function that delivers consistent first-line support to users while preparing Tekvision for scalable, centralized and outsourced IT support operations.

This position is critical to improving service reliability, user satisfaction and operational discipline, forming the foundation of Tekvision’s broader IT service delivery maturity.

Key Responsibilities

1. Level 1 IT Support & Service Desk Operations

• Lead all Level 1 IT Support activities including incident logging, request fulfillment, password resets, basic application support, endpoint issues and user guidance.

• Ensure all user interactions are routed through the Service Desk and properly logged, categorized and prioritized.

• Act as the first point of contact for IT issues across assigned sites.

• Ensure timely first-call resolution wherever possible and controlled escalation to Level 2 or Level 3 teams when required.

2. ITIL-Based Process Implementation

• Implement and enforce ITIL-aligned processes for Incident Management, Request Fulfillment and Knowledge Management.

• Define and maintain Standard Operating Procedures (SOPs), runbooks and service desk workflows.

• Establish a clear escalation matrix and ownership model across support tiers.

• Ensure consistent ticket lifecycle management, from logging to closure and user confirmation.

3. Centralized Service Desk Model & Scalability

• Design, implement and operate a centralized, multi-lingual Level 1 Service Desk to support multiple internal locations and future outsourcing engagements.

• Standardize ITSM tool usage, intake channels, shift models, escalation paths and service coverage in line with ITIL best practices.

• Establish a scalable L1 support operating model capable of onboarding additional sites, users, external and international clients with minimal service disruption and consistent SLA adherence.

4. SLA, KPI & Performance Management

• Define and monitor SLAs, OLAs and KPIs relevant to Level 1 support services.

• Track metrics such as first response time, first-call resolution rate, ticket backlog and user satisfaction.

• Produce regular service performance reports for leadership and stakeholders.

• Drive continual improvement actions based on data and root cause trends.

5. Team Leadership & Capability Development

• Lead, mentor and develop Service Desk engineers and supervisors.

• Build a service-oriented culture with strong communication, discipline and accountability.

• Identify skill gaps and arrange structured training on IT fundamentals, customer handling and ITIL practices.

• Ensure proper shift coverage, workload balance and performance management.

6. Stakeholder Communication & User Experience

• Maintain regular communication with site leadership and key user groups on service performance and issues.

• Manage expectations through clear service definitions and transparent reporting.

• Promote a positive end-user experience through professionalism, empathy and responsiveness.

• Provident fund
• Salary Review: Yearly
• Festival Bonus: 2