Service Desk Director
1 week ago
About the Role:
Mobile Programming LLC is seeking an experienced Service Desk Manager to oversee the daily operations of our service desk team. The successful candidate will be responsible for ensuring timely and effective resolution of user issues and requests, as well as developing and implementing processes to improve efficiency and customer satisfaction.
Key Responsibilities:
- 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.
Requirements:
- 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.
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Experience with service desk ticketing systems and ITSM tools.
- Knowledge of incident management, problem management, and change management processes.
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