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Service Desk Manager
2 months ago
We are seeking a highly skilled and experienced Service Desk Manager to lead our international team of 24/7 desk service engineers. As a key member of our IT support team, you will be responsible for ensuring the effective and efficient operation of our 24x7 customer TechCARE support desk.
Key Responsibilities- Manage and optimize the 24/7 service desk shift rotation to ensure seamless customer support.
- Design, implement, document, and develop processes to improve service desk operations.
- Oversee the HR and operational management of the 24/7 service desk team, including recruitment, training, and performance management.
- Manage customer escalations and major incidents, ensuring timely and effective resolution.
- Drive continual improvement through KPI and audit design, development, implementation, monitoring, and management.
- Develop and mentor team members to enhance their skills and knowledge.
- Contribute to the design and implementation of new services to meet customer needs.
- Relevant experience in leading support teams (3-5 years in a similar role).
- Awareness of enterprise technologies and computing or networking recognized certifications (e.g. CompTIA Networking+, JNCIS, CCNA).
We provide a competitive compensation package with regular annual salary reviews, hybrid work arrangements (2 days at the office, 3 days at home), and comprehensive benefits, including paid leave, retirement plans, and more.
We value continuous learning and provide a clear progression plan, as well as opportunities for professional development and growth.
