IT Service Centre Operations Manager
1 week ago
As an IT Service Centre Operations Manager at DAZN, you will play a crucial role in ensuring the efficient operation of our Service Desk. This position requires strong leadership skills, technical expertise, and excellent communication abilities.
Key Responsibilities- Manage the day-to-day activities of the IT Service Centre, including incident and request management.
- Develop and implement strategies to meet customer SLAs and improve overall service quality.
- Mentor and guide the Service Desk team to ensure they have the necessary skills and knowledge to perform their duties effectively.
- Lead weekly meetings with the Service Desk team to discuss performance, share best practices, and introduce new services.
- Perform regular reviews of team queues and identify areas for improvement.
- Ensure all staff members receive appropriate training and development opportunities to meet future requirements.
- Manage the IT Service Centre rota, including early, late, and weekend shifts.
- Drive continuous improvement through process enhancement and knowledge sharing.
- Bachelor's degree in Information Technology or related field.
- Minimum 2 years of experience in IT support at a 2nd line level.
- Proven experience leading a team in an IT Service Centre environment.
- Strong understanding of ITIL best practices, including Incident Management, Problem Management, Change Management, and CMDB.
- Technical proficiency in Windows, MacOS, Mobile computing, Active Directory, Networking concepts, Remote access management, System administration, and PowerShell scripting.
- Excellent communication and interpersonal skills.
- Ability to work in shifts, including weekends and overnights.
We offer a competitive salary of $80,000 - $110,000 per year, depending on experience, as well as a range of benefits and opportunities for career growth.
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