IT Manager - Service Desk and Support

We are seeking an experienced IT Support Manager to lead and develop its global L1 end-user support function. This is a leadership role with a dual mandate: maintaining consistent, high-quality service delivery across all regions while driving a structured programme of operational transformation through improved metrics, AI-assisted tooling, and an expanded L1 resolution scope.

The successful candidate will be based in Mauritius and will have direct management responsibility for a globally distributed team of L1 support engineers. The role requires a balance of operational rigour, technical credibility, and demonstrated capability to lead continuous improvement initiatives in a complex, SaaS-heavy environment of approximately 2,000 geographically distributed  employees.

Key Responsibilities

Operational Leadership & Service Continuity

• Manage L1 support operations globally, ensuring consistent 24×5 coverage, SLA adherence, and effective escalation management.

• Serve as the primary escalation contact for VIP incidents and major service disruptions.

• Provide structured performance reporting to IT leadership, including root-cause analysis and improvement recommendations.

AI-Augmented Support Implementation

• Evaluate, pilot, and operationalise AI tooling for ticket triage, knowledge surfacing, and resolution automation.

• Develop agent capability to work effectively with AI-assisted workflows and define an Automation Rate KPI to track progress.

• Maintain the L1 knowledge base to a standard that supports effective AI suggestion quality.

Metrics Ownership & Performance Improvement

• Establish First Contact Resolution (FCR) as a core KPI, alongside active management of MTTR and MTTC.

• Lead the L1 side of the shift-left strategy, systematically onboarding service categories transferred from L2 infrastructure, security, and application specialist teams.

• Define and track a Shift-Left Rate KPI, reporting progress to IT leadership on a quarterly basis.

Team Management & Development

• Provide direct line management to L1 associates, including performance management, coaching, and development planning.

• Conduct workforce planning aligned to ticket volume trends and operational demand forecasts.

Endpoint Management & Technical Oversight

• Maintain sufficient technical depth in endpoint management to coach agents effectively and coordinate with the endpoint team.

• Oversee patch management coordination at L1 level and ensure runbooks remain current with the organisation's endpoint toolchain.