
IT Operations Manager
3 days ago
We're seeking a skilled IT professional to lead our IT Service Desk. As a key member of the team, you'll be responsible for overseeing daily service desk and IT operations, ensuring timely and effective resolution of technical issues and requests.
This role will involve leading, mentoring, and managing a team of IT support staff while playing an active role in coaching, mentoring, and operational oversight and process improvement.
You'll be the escalation point for complex technical issues, providing expert guidance and solutions to users.
Additionally, you'll identify and implement improvements to service delivery and operational efficiency to enhance service quality.
Responsibilities:- Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth.
- Service Management: Oversee daily service desk and IT operations, ensuring timely and effective resolution of technical issues and requests.
- Customer Support: Act as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions.
- Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
- Technical Expertise: Maintain up-to-date knowledge of company systems, assets, and SaaS ecosystem to effectively support the team and users.
- Reporting: Generate regular reports on service performance, customer feedback, and team metrics.
- Collaboration: Work closely with cross-functional teams to ensure seamless service integration and support.
- Schedule Management: Develop and manage the help desk team's schedules to ensure adequate coverage and timely response to user requests.
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