Service Desk Manager
2 months ago
This is an exciting opportunity to lead a talented team of technical service desk engineers in delivering an exceptional customer experience. As a Service Desk Manager, you will be responsible for leading the London-based team and collaborating with service desk leaders in Kuala Lumpur to ensure seamless delivery of global 24/7 service desk operations.
Key Responsibilities:- Lead, motivate, and empower the team to deliver best-in-class service aligned with ITIL best practices.
- Coach, mentor, and manage team development, performance, and wellbeing.
- Drive a customer-obsessed culture and foster client relationships.
- Promote a culture of continuous learning and innovation.
- Assess team capabilities and identify areas for improvement.
- Work with other teams to ensure cross-functional collaboration.
- Promote the service desk as a core business asset to senior management.
- A Bachelor's degree or equivalent hands-on experience.
- Previous solid experience in managing service desk operations, preferably in an MSP environment.
- Excellent knowledge of IT service management principles and practices, such as ITIL.
- Experience in successful management and development of teams within a customer services business.
- Strong communication skills, both verbal and written.
- Credible and inspiring leadership skills.
- Positive attitude with the ability to motivate people.
- Team-oriented with a focus on people success.
- A customer-centric and service-oriented mindset.
- A natural problem solver.
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