IT Service Desk Manager

Job Summary:

• Team Leadership:

   Recruit, train, mentor, and evaluate service desk analysts and technicians.

• Operational Management:

   Oversee daily ticket flow, manage escalations, and ensure adherence to SLAs (Service Level Agreements).

• Process Improvement:

   Implement and refine ITIL-based processes (incident, problem, request management) and leverage user feedback for continuous enhancement.

• Resource Management:

   Effectively schedule staff, manage budgets, and oversee tools (like ServiceNow).

• Technical Oversight:

   Monitor system performance, diagnose complex issues, and ensure efficient resolution.

• Stakeholder Communication:

   Report on performance metrics, identify trends, and collaborate with other IT teams and business units.

Qualifications & Skills:

• Education:

   Bachelor's degree in IT or related field.

• Experience:

   Several years in IT support, with proven leadership experience.

• Technical Skills:

  Knowledge of ITSM frameworks (ITIL), ticketing systems (ServiceNow, JIRA, ZenDesk), hardware, software, networking and DevOps.

• Soft Skills:

   Excellent communication, leadership, problem-solving, and customer service skills.

Key Deliverables:

• High user satisfaction scores.
• Achieved or exceeded SLA targets.
• Well-trained, motivated support team.
• Streamlined support processes.
• Actionable insights from support data.