Service Desk Manager

• Leadership and Management: Lead mentor and manage the service desk team fostering a positive and productive work environment.
  
• Service Delivery: Oversee the daily operations of the service desk ensuring timely and efficient resolution of technical issues within SLA
  
• Customer Service: Maintain high levels of customer satisfaction by ensuring service desk team members provide exceptional support and followup.
  
• Process Improvement: Develop implement and evergreen service desk policies procedures and best practices to improve efficiency and service quality.
  
• Performance Monitoring: Monitor and analyze service desk performance metrics generating reports and providing recommendations for improvements
  
• Incident Management: Manage major incidents ensuring timely communication and resolution and conduct postincident reviews to identify areas for improvement.
  
• Training and Development: Identify training needs and coordinate training programs for service desk staff to enhance their skills and knowledge. Perform the needful training to suppliers and buyers.
  
• Stakeholder Collaboration: Work closely with internal IT teams departments and external vendors to ensure seamless service delivery and support.
  
• Technical Expertise: Stay updated with the latest industry trends technologies and best practices to enhance the service desk operations continually.
  
• Team Building: Possess the knowledge and experience to build a new service desk team from scratch as a project including recruitment training and process implementation.
  

Requirements

• Experience: Minimum of 4 years of experience in a service desk or technical support role with at least 2 years in a leadership position.
  
• Education: Bachelor s degree in Information Technology Computer Science or a related field. ITIL certification is highly preferred.
  
• Technical Skills: Strong understanding of IT systems infrastructure and software applications. Proficiency in IT service management (ITSM) tools and ITIL process.
  
• Leadership Skills: Proven ability to lead motivate and develop a team. Excellent decisionmaking and problemsolving skills.
  
• Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills.
  
• Analytical Skills: Ability to analyze performance metrics and make datadriven decisions.
  
• Organizational Skills: Exceptional organizational and timemanagement skills with the ability to manage multiple priorities.
  
• Communication Skills: Excellent verbal and written communication skills with the ability to effectively communicate technical issues to nontechnical stakeholders.
  
• Adaptability: Ability to work in a fastpaced environment and adapt to changing business needs.
  
• Project Management: Demonstrated experience in building a new service desk team from the ground up including recruiting training and establishing processes and standards.