SERVICE DESK MANAGER

The IT Service Desk Manager is responsible for leading our IT support team, overseeing the daily operations of the IT service desk, and supporting existing team leadership to drive improvements. They ensure that technical issues are resolved efficiently and promptly and maintain a high level of customer satisfaction. The IT Service Desk Manager is crucial in implementing best practices, optimizing processes, and driving continuous improvement within the IT support function.

Team Leadership: Lead, mentor, and motivate a team of IT support professionals. Foster a positive and collaborative team culture. Conduct regular performance evaluations and provide constructive feedback.

Service Desk Operations: Oversee the day-to-day operations of the IT service desk. Ensure timely resolution of technical issues and incidents. Monitor ticket queues and prioritize tasks based on urgency and impact.

Customer Satisfaction: Maintain a high level of customer satisfaction by delivering exceptional IT support services. Gather feedback from end-users and implement improvements as needed.

Process Optimization: Implement and optimize IT service desk processes to improve efficiency. Identify areas for automation and implement relevant tools to streamline workflows.

ITIL Best Practices: Ensure adherence to ITIL best practices in incident, problem, and change management. Continuously improve IT service delivery based on ITIL frameworks.

Reporting and Metrics: Develop and maintain relevant KPIs and metrics for IT service desk performance. Generate regular reports to assess team productivity and identify areas for improvement.

Training and Development: Provide training and professional development opportunities for IT service desk staff. Stay abreast of industry trends and advancements in IT support.

Required Skills: Manager. Additional Skills: Change Manager, Manager. This is a high priority requisition.