Service Desk Manager Lead
2 weeks ago
TD SYNNEX is seeking a skilled professional to fill the role of Service Desk Manager. In this position, you will lead an international team of 24/7 desk service engineers, providing management and operational supervision of the staffing and shift working to ensure continued service operation.
About the role:
The Service Desk Manager will be accountable for the management, development, and continuity of service on the desk. This includes managing and optimizing the 24/7 service desk shift rotation, process design, implementation, documentation, and development, as well as HR and operational management of the 24/7 service desk team.
Responsibilities:
- Manage and optimize the 24/7 service desk shift rotation to ensure continuity of service.
- Design, implement, and document processes to improve service delivery and efficiency.
- Oversee the HR and operational management of the 24/7 service desk team, including recruitment, training, and performance management.
- Escalate customer issues and manage major incidents to ensure timely resolution.
- Drive continual improvement through KPI and audit design, development, implementation, monitoring, and management.
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Contribute to the design and implementation of new services to meet the evolving needs of customers.
Requirements:
- 3-5 years of experience in leading support teams, preferably in an international setting.
- Awareness of enterprise technologies and computing or networking recognized certifications (e.g. CompTIA Networking+, JNCIS, CCNA).
What We Offer:
Competitive compensation with regular annual salary reviews, hybrid work arrangement (2 days at the office, 3 days at home), comprehensive benefits, and opportunities for professional development and growth.
Why work at TD SYNNEX?
- TD SYNNEX values diversity, equity, and inclusion, and provides opportunities for employees to grow and develop in a global organization.
- The company offers a range of benefits, including paid leave, retirement plans, and more.
- TD SYNNEX has a strong commitment to continuous learning and provides opportunities for employees to develop new skills and knowledge.
About TD SYNNEX:
TD SYNNEX is a Fortune 500 global corporation operating in over 100 countries, with a diverse workforce of 22,000 employees. We provide top-notch technology solutions to businesses and individuals, empowering them to navigate the digital world safely and efficiently.
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