IT Service Desk Manager
6 days ago
We are seeking an experienced Service Desk Manager to lead our team of technicians and provide high-quality IT support to our clients.
Key Responsibilities:- Manage the service desk team, providing guidance, training, and performance evaluations.
- Ensure timely resolution of client issues and adherence to SLAs.
- Handle escalations and complex technical issues, coordinating with other teams as needed.
- Monitor and report on service desk performance, implementing improvements as necessary.
- Develop and maintain documentation, procedures, and knowledge bases.
- Collaborate with account managers to understand client needs and ensure customer satisfaction.
Requirements:
- Management and/or Senior IT experience
- Excellent organizational skills
- Adhering to SLAs/KIPs (response time)
- Good understanding of Microsoft products (e.g., M365, Active Directory)
About the Role:
This is an exciting opportunity for a Senior Engineer looking to take the next step in their career or a well-organized Service Desk/Helpdesk Team Lead.
We are a well-established Managed Service Provider, and this role will involve overseeing the daily operations of the service desk team, ensuring efficient and high-quality IT support for clients.
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