Service Desk Operations Manager
3 days ago
Techunite Ltd is seeking a highly skilled Service Desk Manager to lead our expanding IT support team.
The successful candidate will be responsible for managing a team of service desk engineers, ensuring the smooth operation of our day-to-day IT services.
Key Responsibilities:
- Lead and oversee the day-to-day operations of the service desk engineers, including creating and managing job sheets.
- Triage tickets coming into the service desk, ensuring timely and effective resolution.
- Coordinate and organize the assignment of engineers to sites based on their geographical location.
- Manage headcount and recruit engineers as required to efficiently manage the team.
- Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.
- Collaborate with other departments to integrate customer service with overall business strategies.
- Prepare detailed reports on service desk metrics and present them 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 in handling a service desk in a high-volume environment.
- Familiarity with industry's latest trends and technologies.
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