Service Desk Manager Jobs

Responsibility Areas :

• Manage and oversee the daily operations of the service desk, ensuring that all incidents, requests, and inquiries are handled professionally, efficiently, and in accordance with established SLAs.

• Develop and implement service desk policies, procedures, and best practices to optimize performance and customer satisfaction.

• Monitor and analyze service desk performance metrics, identifying trends and areas for improvement.

• Lead, mentor, and develop a team of service desk professionals, fostering a positive and collaborative work environment.

• Collaborate with cross-functional teams to identify, troubleshoot, and resolve complex technical issues.

• Establish and maintain strong relationships with internal stakeholders and vendors to ensure seamless service delivery.

• Participate in IT projects and initiatives to improve service desk processes and tools.

• Ensure that the service desk team stays up to date with the latest technology trends, tools, and best practices.

• Manage and allocate resources effectively, including staffing, training, and budget management.

Required Knowledge and Experience:

• A minimum of 5 years of experience in IT service management as ServiceDesk manager.

• ITIL certification or equivalent experience in IT service management frameworks.

• Strong technical knowledge in IT infrastructure, applications, and systems.

• Proven ability to lead, mentor, and develop high-performing teams.

• Excellent communication and interpersonal skills, with a customer-centric mindset.

• Strong problem-solving and decision-making skills.

• Experience with service desk tools and platforms, such as ConnectWise Manage, ServiceNow, etc.

• Ability to work well under pressure, prioritize tasks, and manage multiple deadlines