IT Service Excellence Manager
17 hours ago
About the Role:
We are seeking a seasoned IT Service Desk Director to lead our team and drive service excellence.
The successful candidate will be responsible for monitoring ticket quality, delivering actionable feedback, and partnering with leadership across the organization to improve support standards and customer satisfaction.
You will also provide guidance to a team of IT support staff while playing an active role in coaching, mentoring, and operational oversight and process improvement.
Key Responsibilities:
Team Leadership: Direct, 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. Coordinate shifts, manage time-off requests, and balance workloads.
Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates for the Support Desk team — ensuring recruits have the right technical competency, communication skills.
Training & Development: Design and deliver training programs for new hires and existing team members to enhance technical knowledge, customer service skills, and compliance with ITSM best practices. Create SOPs, knowledge base articles, and encourage continuous learning.
API Integration: Coordinate with internal teams and vendors to manage, test, and maintain API calls for integrations between service desk tools and enterprise applications, ensuring seamless workflows and data accuracy.
Job Requirements:
Skills: Strong leadership, problem-solving, communication, and analytical skills.
Qualifications: Bachelor's degree in Computer Science or related field; 5+ years of experience in IT Service Management.
Benefits: Competitive salary and benefits package, opportunities for career growth and development.
Other Opportunities: Collaborate with cross-functional teams to drive business results and innovation.
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