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Service Desk Manager
2 months ago
We are seeking a highly skilled Service Desk Manager to lead our international team of 24/7 desk service engineers. As a hybrid office-based role, you will be responsible for ensuring the effective quality operation of our 24x7 customer TechCARE support desk.
Key Responsibilities- Manage and optimize the 24/7 service desk shift rotation
- Design, implement, document, and develop processes
- HR and operational management of the 24/7 service desk team
- Customer escalation and major incident management
- Drive continual improvement through KPI and audit design, development, implementation, monitoring, and management
- People development through mentoring and training
- Contribute to the design and implementation of new services
- Relevant experience in leading support teams (3-5 years in a similar role)
- Awareness of enterprise technologies
- Computing or networking recognized certification (e.g. CompTIA Networking+, JNCIS, CCNA)
We are a Fortune 500 global corporation operating in over 100 countries. We value our diverse workforce of 22,000 employees and are committed to providing top-notch technology solutions to empower businesses and individuals to navigate the digital world safely and efficiently.
We offer competitive compensation with regular annual salary reviews, hybrid work arrangements, comprehensive benefits, and opportunities for growth and development.
