Global Service Desk Manager

About the Job

The Service Desk Manager (SDM) is a critical role for the Global Service Desk team for IntouchCX, and they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. 

The ideal candidate will wear many hats - from managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed in a timely manner, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. 

As Global Service Desk Manager, You Will…

• Manage the day to day operations of the 24/7 Global Service Desk team - working across multiple geographical locations providing phone, email, and live chat support in line with the agreed Service Level Agreements 
• Serve as the service-desk liaison to major business-impacting initiatives
• Manage service delivery best practices and client expectations
• Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents 
• Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnouts 
• Develop Service Level Agreements to set expectations and measure performance of the Global Service Desk team 
• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality 
• Owner of key measurements and service levels for Global Service Desk services 
• Responsible for ensuring all KPIs and metrics are measured and adhered 
• Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed
• Deep dive into processes to identify gaps and develop strategies for improvement
• Responsible for mentoring and coaching of the Global Service Desk leads and teams with their individual career plans 
• Focused on delivery and able to direct their team to deliver Service Level Agreements that enable the business to meet its objectives 
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges 
• Conduct annual performance evaluations for all direct reports 
• Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues
• Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements
• Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health
• Review teams performance regularly and provide necessary feedback and guidance for improvements 

As Global Service Desk Manager, You Have…

• Full- time Technical Graduate or relevant post-secondary degree preferred
• Must have 12+ years of experience in IT service management 
• 5+ years of relevant experience in Managing IT Help Desk Operations or Technical Service Desk 
• Understand processes, delivery and operations management 
• 7 + years of experience working in Service Desk under various roles 
• Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies 
• ITIL Certified is an asset 
• Additional technical certifications is an asset
• Must have exceptional written and oral communication skills 
• Technical awareness with hands on knowledge and experience on various technologies 
• Positive attitude towards solving customer problems 
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and accomplish them in a timely fashion 
• Ability to review various processes and procedures to keep them up to date at regular intervals 
• Self-motivated and able to work in a fast-paced environment with the ability to think and act independently 
• Strong relationship-building skills, can network and work well with remote stakeholders 
• Excellent reporting and presentation skills 
• Superior attention to detail with an eye for accuracy
• Possess good logical probing, understanding and troubleshooting skills