Service Desk Manager
3 weeks ago
About the Role:
Base8 is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for managing the activities and responsibilities of the service desk team. This includes providing high-level technical assistance to the team and ensuring service and support are provided to customers at agreed levels.
Key Responsibilities:
- Manage service desk team members and their overall daily activities.
- Manage the dispatch process of service requests to ensure full utilization of resources.
- Improve usage of Support resources and increase the productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients.
- Understand overall service desk objectives, as well as the role and function of each team member.
- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
- Assist the service desk team in design and development tasks.
- Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
Requirements:
- 10+ years of experience of IT/MSP experience, with ticketing system
- Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
- Knowledge and experience in cross-functional management methods and techniques
- Knowledge of industry applications, processes, software, and equipment
- Strong organizational, presentation, and customer service skills
- Skills in strategic planning with an ability to think ahead and make long-term plans.
- Strong leadership skills and getting results with a strong customer orientation.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Excellent communication skills in English, both written and oral.
What We Offer:
Base8 is a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations.
Location:
Hyderabad, India
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