- Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
- Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
- Develop, maintain, and enforce SOPs and troubleshooting guidelines.
- Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
- Ensure all actions are documented in the ticketing system for reporting and records.
- Prioritize and oversee ticket management to meet SLAs and resolution targets.
- Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
- Communicate effectively with end-users regarding updates and escalations.
- Lead user training sessions and create self-help resources to enhance IT literacy.
- Foster continuous learning within the team and stay updated on emerging technologies.
Requirements:
- Experience: 8+ years in IT service desk management or similar leadership roles.
- Education: Bachelors degree in IT, Computer Science, or related field (preferred).
Skills:
- Proficiency with ticketing systems, remote support tools, and ITIL framework.
- Strong communication skills for conveying technical details to non-technical users.
- Proven leadership experience in managing large teams, focusing on customer satisfaction.
- Ability to manage multiple tasks in a high-paced environment.
- Leadership qualities to coach, mentor, and motivate the team.
- Flexibility to work in rotational shifts.
Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications
