IT Service Desk Manager
4 days ago
Osborne Clarke is seeking an experienced IT Service Desk Manager to lead the team in providing exceptional customer support and service delivery.
Key Responsibilities:
- Lead a team of support analysts in delivering high-quality customer support services.
- Manage service desk staff and associated service providers to ensure they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively.
- Develop and implement strategies to improve service delivery, including forecasting demand and analyzing metrics and trends.
- Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
- Drive continuous improvement initiatives within the service desk, such as implementing new tools or technologies, streamlining processes, and enhancing the overall customer experience.
Requirements:
- Strong leadership and team management skills.
- Excellent understanding of IT service management principles and frameworks, most notably ITIL.
- Experience in managing service delivery in a complex and dynamic business environment.
- Strong problem-solving and decision-making skills.
- Excellent communication and stakeholder management skills.
Salary and Benefits:
We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus generous benefits and perks.
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