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Manager Service Desk
6 days ago
Role Overview:
dss+ is looking for an experienced Service Desk Manager to lead the Service Desk team, drive the adoption and improvement of ITIL processes, and oversee daily IT service operations to provide effective customer service and meet business requirements. Ensures service levels are achieved and customer expectations are exceeded. The Service desk Manager will be responsible for managing services across IT users, end-user computing and act as an escalation point.
- ITIL Processes: Own and improve ITIL processes through the Service Desk
- KPI Measurement: Masure Key performance Indicator and drive continual improvement processes for the service desk
- Team Leadership: Lead, train, coach, and mentor Service Desk Specialists (Level 1/2)
- Escalation Management: Ensure effective issue escalation and maintain communication with end-users
- Change Management: Support and participate in the Change Management process
- Performance Reporting: Provide regular IT Service Desk performance reports through MBR and QBR’s
- Team Operations & Scheduling: Oversee IT service requests, incidents, and problems. Manage team rota to ensure appropriate staffing levels
- Escalation Point: Act as escalation point for all IT service desk issues
- Audit Support: Provide support during internal and external IT audits
- Communication Management: Manage outage/emergency communication processes
- Customer Survey and Quality Checks: Capture the feedback through customer survey and perform quality checks for process adherence
Required Skill Set:
- Experience: 7+ Years of Experience in Service Desk management along with Operational Activities
- Certification: ITIL V4 Foundation certified. (ITIL V4 Intermediate Certification preferred)
- Customer Focus: Excellent customer focus, escalation management and timekeeping
- Interpersonal Skills: Strong listening and questioning skills
- Problem-Solving: Ability to work under own initiative with strong problem-solving abilities
- Communication: Excellent written and verbal communication skills
- ITSM Platforms: Hands-on experience with platforms like ManageEngine, ServiceNow, JIRA, BMC Remedy, etc.
Management and leadership skills:
- Ability to work in global environments with teams spread globally
- Multi-tasking and time-management skills, with the ability to prioritize tasks
- Highly organized and detail oriented
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