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.

Essential Requirements

• At least 7 years in IT support operations, with a minimum of 3 years in a management role.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Demonstrated experience managing distributed or remote-first teams across multiple time zones

• Strong ITIL foundation and working knowledge of service management principles

• Hands-on technical background with the ability to engage at an operational level

• Proven record of improving measurable support performance indicators

• Solid understanding of endpoint management principles and patch management workflows.

• Solid team management and leadership skills.

• Experience with ITSM platforms, preferably Atlassian ecosystem.

• Experience operating within a tiered support or shift-left delivery model

Desirable Qualifications

• Practical experience deploying or operating AI-assisted support tooling

• Experience establishing FCR as a formal performance indicator

• Familiarity with IT automation and orchestration concepts

• Working knowledge of SaaS environments and identity management platforms (Entra ID, SSO, MFA)

• Experience in an ISO 27001- or SOC2-certified environment

• Cross-cultural team leadership experience

Location: Ebene, Mauritius

Starting date: ASAP

Position: Permanent contract (After successful 6 months Probation)

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

What we offer:

• Support with all the necessary office and IT equipment
• Wellness allowance
• Work from Home Allowance
• Travel Grant allowance
• Annual performance bonus
• Remote work from abroad policy
• Flexible working hours,
• Hybrid/ full remote work
• Pension contributions and optional private health coverage
• Internet and electricity bill allowance
• CSR activities
• Community service day when volunteering

Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).