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IT Operations Manager
3 weeks ago
About this role:
As a seasoned IT professional, you will lead our service desk team in delivering exceptional service excellence and support quality.
Key responsibilities include monitoring ticket quality, providing actionable feedback, and partnering with leadership to enhance customer satisfaction.
The successful candidate will guide a team of IT support staff, coaching, mentoring, and providing operational oversight and process improvement.
Job Description- Lead the IT Service Desk Team for optimal performance and growth.
- Oversee daily service desk operations, ensuring timely resolution of technical issues and requests.
- Act as the escalation point for complex technical issues, providing expert guidance and solutions.
- Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
- Maintain up-to-date knowledge of company systems, assets, and SaaS ecosystem to effectively support the team and users.
- Generate regular reports on service performance, customer feedback, and team metrics.
- Work closely with cross-functional teams to ensure seamless service integration and support.
- Develop and manage the help desk team's schedules to ensure adequate coverage and timely response to user requests.
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and meet deadlines.
- Knowledge of IT service management principles and practices.
- Experience with ticketing systems and helpdesk software.
- Ability to coach and mentor junior team members.
- Strong analytical and problem-solving skills.
- Competitive salary and benefits package.
- Opportunities for career advancement and professional development.
- A dynamic and supportive work environment.
- Collaborative and inclusive team culture.
- Flexible working arrangements and remote work options.
