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Service Desk Manager
2 months ago
Job Summary:
SecureCloud+ is seeking a highly experienced Service Desk Manager to lead our service desk team and drive customer satisfaction. As a key member of our IT operations team, you will be responsible for reorganizing and enhancing our service desk operations, implementing best practices, and driving customer satisfaction.
Key Responsibilities:
- Lead and manage the service desk team to ensure efficient and effective resolution of customer issues.
- Analyze current service desk processes and implement necessary changes to enhance efficiency and compliance.
- Establish and enforce best practices in line with ITIL standards.
- Develop strategies to improve customer satisfaction and service delivery.
- Implement metrics and KPI's to monitor service desk performance and customer feedback.
- Mentor and coach team members for professional growth and improved performance.
- Oversee the management of incident and request tickets in line with agreed processes.
- Evaluate and recommend service desk tools and technologies to improve service delivery.
- Regularly report on service desk performance to senior management.
- Utilize data-driven insights to drive improvements.
- Develop and maintain strong relationships with third-party vendors and service providers.
Requirements:
- Bachelor's degree in information technology, Computer Science, or related field.
- Minimum of 5 years of experience in a service desk or technical support role, with at least 2 years in a managerial capacity.
- Strong knowledge of ITIL framework and experience in implementing ITIL processes.
- Excellent leadership and team management skills.
- Proven ability to improve service desk operations and customer satisfaction.
- ITIL Certification.
- Experience in an IT Managed Service Provider environment.
- Familiarity with service desk technologies (e.g., ITSM tools, remote support tools).
