Global Service Desk Manager

About the Role:

We are seeking a highly motivated and experienced Service Desk Manager to oversee our outsourced service desk operations. The ideal candidate will be responsible for ensuring the delivery of high-quality support services to our internal colleagues and managing vendor relationships, driving continuous improvement in service delivery.

Key Responsibilities:

• Manage Outsourced Service Desk Operations:

  Oversee the day-to-day operations of the outsourced service desk, ensuring timely and effective resolution of client issues.

• Vendor Management:

  Maintain strong relationships with service desk vendors, ensuring compliance with service level agreements (SLAs) and performance metrics.

• Service Quality:

  Monitor and evaluate the quality of service provided, implementing improvements as necessary to enhance client satisfaction.

• Incident and Problem Management:

  Ensure efficient handling of incidents and problems, minimizing impact on business operations.

• Reporting and Analytics:

  Generate regular reports on service desk performance, identifying trends and areas for improvement.

• Client Communication:

  Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met.

• Continuous Improvement:

  Drive initiatives to improve service desk processes, tools, and technologies.

Qualifications:

• Education:

  Bachelor's degree in information technology, Business Administration, or a related field.

• Experience:

  Minimum of 5 years of experience in service desk management, with at least 2 years managing outsourced operations.

• Skills:

  Strong leadership, communication, and problem-solving skills. Proficiency in IT service management (ITSM) tools and practices.

• Certifications:

  ITIL certification preferred.