Service Desk Operations Manager
4 hours ago
Techunite Ltd is seeking a seasoned Service Desk Manager to oversee the day-to-day operations of its expanding IT support team.
The ideal candidate will have a proven track record of managing a team of service desk engineers, with a strong focus on leadership, communication, and customer satisfaction.
Key Responsibilities:
- Lead and manage a team of service desk engineers, ensuring efficient ticket resolution and exceptional customer service.
- Develop and implement processes to improve team performance, productivity, and customer satisfaction.
- Collaborate with other departments to integrate customer service with overall business strategies.
- Prepare and present detailed reports on service desk metrics to senior management.
Requirements:
- Proven experience as a Service Desk Manager or similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficient in Microsoft Office.
- A customer-oriented approach with the ability to adapt/respond to different types of personality types.
Preferred Skills:
- Experience with IT service management tools and technologies.
- Knowledge of ITIL framework and best practices.
- Ability to analyze data and make informed decisions.
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