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Service Desk Manager
2 months ago
We are seeking a dedicated Service Desk Manager to oversee a team responsible for delivering exceptional technical assistance to our clients. The role requires ensuring that all inquiries are managed with professionalism, while also designing efficient procedures that simplify operations.
The Service Desk Manager will be pivotal to the core functions of our Organisation, ensuring that all technical issues are resolved in a timely and efficient manner. The role requires a high level of technical expertise, as well as excellent communication and leadership skills.
Key Responsibilities- Ensure adherence to established service management frameworks, quality standards, and security protocols.
- Oversee service desk operations, ensuring the delivery of top-tier support to our clients.
- Lead, inspire, and develop team members to meet and exceed performance targets.
- Manage the resolution process for technical issues in coordination with other departments.
- Continuously seek ways to enhance team performance and efficiency.
- Collaborate with problem management and training teams to reduce support request volumes.
- Prioritize and manage team workloads effectively.
- Build and maintain key stakeholder relationships to ensure user satisfaction.
- Proven experience leading a service desk within various settings.
- Demonstrated success in implementing service management best practices.
- Strong technical expertise in areas such as Microsoft O365, desktop, and application support.
- Experience in regulated environments, particularly those involving financial advisors.
- Preferred qualifications include a degree, with an advanced degree or equivalent experience being advantageous.
- Familiarity with Assyst or similar tools.
- Strong command of Active Directory.
- Excellent communication skills, capable of engaging stakeholders at all levels.
- A highly motivated individual with a strong commitment to exceptional service delivery.
- Strong analytical, problem-solving, and organizational abilities, with a proactive approach to issue resolution.
