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Infinite Computer Solutions
2 months ago
About the Role:
We are seeking a highly experienced and ITIL v4 certified Service Desk Manager to lead and oversee the day-to-day operations of our 24/7 Service Desk team.
In this critical role, you will play a pivotal role in ensuring the efficient and effective delivery of IT support services, aligning with ITIL best practices and exceeding client Desk Leadership:
- Manage and lead the Service Desk team, ensuring efficient operations across multiple locations and support channels (phone, email, live chat).
- Develop and implement service delivery best practices, establishing clear expectations for both internal and external clients.
Performance Management:
- Monitor key metrics and identify opportunities for continuous process improvement.
- Analyze trends to proactively address potential service incidents and minimize disruptions.
- Oversee team schedules and resource allocation to maintain optimal staffing levels and prevent burnout.
Service Level Agreements (SLAs):
- Develop and manage service level agreements (SLAs) to define service expectations and measure the performance of the Service Desk team.
- Serve as the primary escalation point for complex incident resolution, driving effective conflict resolution to ensure project quality.
Reporting and Analysis:
- Own key performance indicators (KPIs) and service levels for all Service Desk functions.
- Ensure all KPIs and metrics are tracked and adhered to, providing regular data and reports to the IT department and other stakeholders.
- Analyze reports and identify areas for improvement, developing strategies to optimize processes and service delivery.
Team Development:
- Mentor and coach Service Desk leads and team members, supporting their individual career development plans.
- Conduct regular performance reviews and check-ins to provide feedback, track progress, and address challenges.
Communication and Collaboration:
- Maintain strong communication channels with leadership, management, and internal/external stakeholders, ensuring adherence to SLAs.
- Facilitate regular team meetings and provide clear direction to motivate and direct the team towards achieving shared goals.
- Possess excellent communication, collaboration, and presentation skills to effectively communicate service desk operations and performance.
Conflict Management & Decision Making:
- Proactively manage team conflicts and demonstrate strong decision-making skills to maintain a positive and productive work Bachelor's degree or equivalent experience in a relevant field (any graduation considered).
- Minimum 10 years of experience in Service Desk operations (IT Service Desk/Infrastructure & Application Management/NOC Support).
- ITIL v4 certification (mandatory).
- Strong working knowledge of ITSM tools and methodologies.
- Excellent communication (written and verbal), coordination, and presentation skills.
- Proficient in MS Excel, process mapping, and flowcharting tools.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities, work effectively in a fast-paced environment, and meet deadlines.
- Proven leadership and mentoring skills.
- Commitment to continuous learning and staying up-to-date with industry best practices.
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