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Service Desk Manager
4 months ago
Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment.
Role Overview
As an IT Service Desk Manager, you will:
- Lead and motivate the Service Desk team to enhance service delivery.
- Build and maintain relationships across the business.
- Ensure high-quality IT support for all users, aiming for maximum first-time issue resolution.
Key Responsibilities
- Oversee daily operations and performance metrics of the service desk.
- Develop and enforce service desk policies and standards.
- Provide coaching and training to staff.
- Handle complex customer issues and complaints.
- Implement service desk improvements and best practices.
- Maintain documentation and knowledge base for the team.
- Collaborate with other IT teams and stakeholders.
- Stay updated on IT trends and best practices.
- Support and maintain the Service Desk across multiple locations.
Qualifications and Skills
- Experience in customer service and satisfaction.
- Proficiency in data analysis and reporting software.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Leadership experience.
- Knowledge of Microsoft Products, Active Directory, ITIL, and project management.
- Willingness to travel to various office locations.
Key Competencies
- Customer understanding
- Effective communication and influence
- Performance management and improvement
- Planning and organization
- Analytical decision-making
- Strong leadership
Please apply for further information and immediate review
