Service Desk Manager

We are looking for a highly skilled and experienced Service Desk Manager to lead our Service Desk team. This role is crucial in ensuring that our IT support services are delivered efficiently and effectively, meeting the needs of our internal users and occasionally external clients.

As the Service Desk Manager, you will oversee the daily operations of the Service Desk, manage a team of professionals, and ensure that all support requests are resolved in a timely manner.

Your ability to implement best practices, manage relationships with vendors, and communicate effectively with senior management will be key to the success of the role. This position offers an opportunity to drive continuous improvement and innovation in our service delivery processes.

Key Responsibilities:

• Manage and lead the Service Desk team, including hiring, training, and coordinating work schedules.
• Develop and implement standard operating procedures (SOPs) and policies for the Service Desk.
• Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of support requests.
• Monitor Service Desk metrics to ensure that service level agreements (SLAs) are met or exceeded.
• Implement and maintain ITIL (Information Technology Infrastructure Library) best practices.
• Collaborate with other IT teams to resolve complex issues and improve overall service delivery.
• Conduct regular performance reviews and provide feedback to team members.
• Promote continuous improvement through process enhancements and training initiatives.
• Communicate effectively with senior management, providing updates on service desk performance and key issues.
• Help to manage vendor relationships and ensure third-party services meet quality standards.
• Handle escalations and serve as the primary point of contact for high-priority incidents.
• Monitor industry trends and evaluate new technologies to identify opportunities for improvement.

Requirements:

Required Qualifications:

• 7+ years of experience in an IT support role, with at least 3 years in a leadership or managerial position.
• Strong understanding of ITIL framework and service management best practices.
• Excellent communication and customer service skills.
• Proven ability to manage and motivate a team of technical professionals.
• Experience with service desk software such as Freshdesk (Our current solution), Atlassian: Jira.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and meet deadlines.

Preferred Qualifications:

• ITIL certification.
• Experience managing remote teams.
• Familiarity with industry-specific software and hardware.
• Project management experience.

Work Environment:

• Hybrid work model, combining remote and in-office work (3 days in Office, 2 Days Remote)
• Regular interaction with cross-functional teams and stakeholders at various levels.