Senior Service Desk Operations Manager
2 weeks ago
The Service Desk Team Leader plays a crucial role in ensuring the efficient operation of the Service Desk. This position requires exceptional leadership skills, as you will be responsible for mentoring and guiding the Service Desk team to deliver exceptional customer service.
Key Responsibilities:
- Manage the day-to-day activities of the IT Service Centre, ensuring seamless service delivery.
- Drive the achievement of customer Service Level Agreements (SLAs) and provide exceptional customer service.
- Oversee the accurate logging and efficient management of tickets within the queues.
- Ensure the Configuration Management Database (CMDB) is up-to-date and accurate.
- Diagnose and resolve technical issues effectively, utilizing strong analytical skills.
- Conduct a weekly review of team queues to identify areas for improvement.
- Lead and participate in weekly Service Desk meetings, discussing performance and introducing new services.
- Perform performance management of first-line support technicians, including appraisals and personal development planning.
- Develop and implement training programs to enhance staff skills and knowledge.
- Manage the IT Service Centre rota for early, late, and weekend shifts.
- Promote continuous service improvement through Incident Management, Change Management, and Problem Management practices.
- Escalate critical incidents expediently, while ensuring effective communication with stakeholders.
- Onboard new services, create service frameworks, and lead implementation efforts.
- Provide support for project delivery.
Requirements:
- Associate's degree in Information Technology or a related field.
- Proven experience in IT support at a 2nd-line level.
- Leadership experience in a team with an IT Service Centre setup.
- Familiarity with ITIL best practices, including Incident Management, Problem Management, and Change Management.
- Technical expertise in areas like Windows, MacOS, mobile computing, Active Directory, networking, remote access management, system administration, and PowerShell scripting.
- Excellent communication and interpersonal skills.
- Ability to work in shifts, including weekends and overnights.
- Experience with ServiceNow, HaloITSM, Atlassian apps, or other ITSM applications.
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