Service Desk Manager

We are looking to hire Service Desk Manager who is responsible for managing and improving the service desk team that supports internal users with IT-related issues and service requests. This role involves overseeing the resolution of tickets, ensuring high customer satisfaction, developing team members, and driving continuous improvement initiatives.

Job Responsibilities

Team Leadership and Development:

• Lead, motivate, and manage a team of service desk agents, ensuring they provide excellent customer support and meet KPIs.
• Conduct regular performance reviews, provide feedback, and create development plans for team members.
• Provide coaching and training to enhance the technical and customer service skills of the team.

Service Desk Operations:

• Oversee the daily operations of the service desk, ensuring tickets are tracked, managed, and resolved efficiently.
• Monitor service desk metrics (e.g., response time, resolution time, first-call resolution) to ensure high-quality service.
• Ensure that all tickets are logged, categorized, prioritized, and escalated according to the established procedures.

Incident and Problem Management:

• Ensure that all incidents are properly documented, categorized, and resolved in a timely manner.
• Proactively identify recurring issues, work with the relevant teams to find root causes, and implement preventative measures.

Continuous Improvement:

• Analyze trends and performance data to identify areas for improvement in processes, tools, and user experience.
• Work closely with other IT teams to drive improvements in systems, workflows, and communication across departments.

Reporting and Communication:

• Provide regular updates on service desk performance and incident resolution to senior leadership.
• Maintain clear communication with internal users regarding service desk availability, escalated issues, and major incidents.

Tool and Technology Management:

• Manage the service desk platform, ensuring it’s optimized for efficient ticket handling, reporting, and user interactions.
• Stay up to date with emerging technologies and recommend new tools or processes to improve efficiency and user satisfaction.

Vendor and Stakeholder Management:

• Manage relationships with third-party vendors for any outsourced support, ensuring SLA compliance and timely issue resolution.
• Collaborate with stakeholders across the organization to ensure IT service delivery aligns with business needs.

Requirements

• Proven experience (5-6 years) managing a service desk or IT support team.
• In-depth knowledge of IT service management (ITSM) processes and frameworks (e.g., ITIL).
• Experience in incident management, problem management, and user support for both hardware and software issues.
• Experience with service desk platforms (e.g., ServiceNow, Zendesk, JIRA) and ticketing systems.
• Strong leadership, team management, and coaching skills.
• Excellent communication skills, both verbal and written.
• Ability to analyze data and make data-driven decisions for continuous improvement.
• Strong organizational skills, with the ability to prioritize and manage multiple tasks.
• Customer-centric mindset with a passion for providing excellent service.
• Technical knowledge in common IT systems, hardware, software, and networking.