Senior Manager Service Desk

Key Responsibilities:

Service Desk Operations Management:

• Oversee day-to-day operations of the service desk, ensuring adherence to SLAs and KPIs
• Act as the primary point of contact for escalated issues and ensure timely resolutions
• Monitor service desk performance, ensuring efficient and consistent incident, problem, and request management
• Maintain the IT service desk ticketing system, ensuring proper documentation, tracking, and reporting of incidents and service requests

Team Leadership & Development:

• Lead, coach, and mentor the service desk team to ensure high levels of performance and professional development
• Provide regular performance feedback, identify training needs, and develop career growth plans
• Schedule and allocate resources to meet service desk workload, ensuring 24/7 support coverage if required

Process Improvement & Documentation:

• Develop, maintain, and enforce service desk processes, procedures, and best practices
• Identify opportunities for process improvements and drive efficiency across the team
• Ensure all technical documentation is up-to-date, including knowledge base articles and troubleshooting guides

Customer Service & Satisfaction:

• Ensure a customer-centric approach within the service desk team, focusing on delivering a high level of user satisfaction
• Gather feedback from end-users and customers to continually improve service quality
• Manage expectations with stakeholders, ensuring clear communication on service status and issue resolution

Technology & Tools Management:

• Oversee the deployment and management of IT service management tools and solutions
• Collaborate with IT teams to implement automation and self-service solutions where applicable

Reporting & Analytics:

• Provide regular reports on service desk performance, including key metrics such as ticket resolution times, customer satisfaction, and service delivery efficiency
• Analyze trends and patterns in incidents and requests, proactively addressing recurring issues

Collaboration & Coordination:

• Collaborate with other IT teams (Infrastructure, Network, Applications) to ensure seamless service delivery
• Work closely with vendors and third-party service providers to resolve incidents and ensure SLA compliance

Key Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field
• Minimum of 5 years of experience in an IT support or service desk environment, with at least 2 years in a leadership or managerial role
• Strong understanding of ITIL or other IT Service Management (ITSM) frameworks (certification preferred)
• Proficient in using ITSM tools such as ServiceNow, Jira Service Desk, SolarWinds, or similar platforms
• Excellent communication and interpersonal skills, with a customer-oriented mindset
• Proven ability to manage and prioritize a diverse set of tasks and issues in a fast-paced environment