Global Service Desk Manager

About the Role:

We are seeking a highly motivated and experienced Service Desk Manager to oversee our outsourced service desk operations. The ideal candidate will be responsible for ensuring the delivery of high-quality support services to our internal colleagues and managing vendor relationships, driving continuous improvement in service delivery.

Key Responsibilities:

• Manage Outsourced Service Desk Operations: Oversee the day-to-day operations of the outsourced service desk, ensuring timely and effective resolution of client issues.
• Vendor Management: Maintain strong relationships with service desk vendors, ensuring compliance with service level agreements (SLAs) and performance metrics.
• Service Quality: Monitor and evaluate the quality of service provided, implementing improvements as necessary to enhance client satisfaction.
• Incident and Problem Management: Ensure efficient handling of incidents and problems, minimizing impact on business operations.
• Reporting and Analytics: Generate regular reports on service desk performance, identifying trends and areas for improvement.
• Client Communication: Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met.
• Continuous Improvement: Drive initiatives to improve service desk processes, tools, and technologies.

Qualifications:

• Education: Bachelor's degree in information technology, Business Administration, or a related field.
• Experience: Minimum of 5 years of experience in service desk management, with at least 2 years managing outsourced operations.
• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in IT service management (ITSM) tools and practices.
• Certifications: ITIL certification preferred.