IT Service Desk Manager
IT Service Desk Manager
Posted on :
25-12-2024
Employer Active
1 Vacancy
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Job Description
The IT Service Desk Manager is responsible for the management of the Service Desk teams who in turn support all users across the region. The IT Service Desk Manager will oversee the Incident problem and change management for all technologies and put in place procedures and supporting systems to enable this and provide quantitative measures on performance.
Key Responsibilities:
Service management:
- Oversee the IT Service Desk function in line with the IT Service Management framework including the receipt triage escalation and processing of IT support requests and associated performance reporting.
- Establish champion and enhance IT service desk processes standards and policies with the goal of ongoing service improvement.
- Effectively manage the Service Desk teams including recruitment mentoring training target setting and performance assessment.
- Ambassadorship for IT working across the regions to provide effective communication on IT matters and build relationships with other teams.
- Develop and maintain a User Help Centre that will assists end users Process and Quality management.
- Own the Incident Problem Change and Escalation processes to meet service level agreements.
- Own the development of accurate documentation and Standard Operating Procedures (SOP) and End User QRGs for all systems under management.
- Monitor control and support service Support by ensuring systems methodologies and procedures are in place and followed.
Technical Expertise:
- Develop technical knowledge of Accor Plus systems and specialized knowledge in nominated areas as required.
- Other ICT tasks as required
Qualifications :
Required Experience:
- Proven technical experience in leading managing and developing a team.
- 3 years of experience within the IT Service Desk/Help Desk of a large enterprise
- Excellent knowledge of IT/Technology Infrastructure Design and Planning
- Expertise in IT security management and service operations
- BS in Computer Science MIS or similar field
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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