Service Desk Manager
1 month ago
Responsibilities:
- Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.
- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.
- Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.
- Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
- Monitor service desk performance metrics and generate reports for management review.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Maintain knowledge base and documentation for common user issues and resolutions.
- Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement.
- Stay updated with industry trends and best practices in service desk management and IT support.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 5-6 years of experience in service desk management or IT support roles.
- Proven experience in managing a team of service desk technicians.
- Strong understanding of ITIL framework and service management principles.
- Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.
- Experience with service desk ticketing systems and ITSM tools.
- Knowledge of incident management, problem management, and change management processes.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Leadership qualities with a focus on teamwork and collaboration.
Technical Skills: Service Desk Management ITIL Framework Incident Management Problem Management Change Management Service Desk Ticketing Systems ITSM Tools Customer Relationship Management Leadership and Team Management
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