Service Desk Manager

We are seeking an experienced and dedicated Service Desk Manager to lead our IT service desk team. The ideal candidate will be responsible for managing daily operations, ensuring excellent customer service, and optimizing service desk performance. This role requires a strategic thinker with strong leadership skills, a solid technical background, and a passion for problem-solving.

Key Responsibilities:

1. Team Leadership:

• Manage, mentor, and develop a team of service desk analysts and technicians.
• Conduct regular performance evaluations and provide feedback.
• Foster a collaborative and supportive team environment.

1. Service Desk Operations:

• Oversee the daily operations of the service desk to ensure timely and effective resolution of user issues.
• Implement and maintain service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor service desk performance and identify areas for improvement.

1. Customer Service:

• Ensure high levels of customer satisfaction by delivering prompt, professional, and effective support.
• Handle escalated customer complaints and issues with tact and professionalism.
• Develop and implement customer service best practices.

1. Incident and Problem Management:

• Lead incident and problem management processes, ensuring issues are resolved efficiently and root causes are identified.
• Develop and maintain documentation for common issues and resolutions.

1. Process Improvement:

• Identify and implement process improvements to enhance service desk efficiency and effectiveness.
• Keep up-to-date with industry best practices and emerging technologies.

1. Reporting and Documentation:

• Generate regular reports on service desk performance and present findings to senior management.
• Maintain accurate and comprehensive documentation of service desk procedures and knowledge base articles.

1. Collaboration:

• Work closely with other IT teams, departments, and stakeholders to ensure seamless support and integration.
• Participate in cross-functional projects and initiatives as required.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 3-5 years in a management position.
• Strong technical background with a thorough understanding of IT systems, networks, and software.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and motivate a team.
• Strong problem-solving and decision-making abilities.
• Experience with IT service management (ITSM) tools and practices.
• ITIL certification or equivalent is highly desirable.