Job
Description
Key Responsibilities: Service Desk Operations Management: Oversee day-to-day operations of the service desk, ensuring adherence to SLAs and KPIs Act as the primary point of contact for escalated issues and ensure timely resolutions Monitor service desk performance, ensuring efficient and consistent incident, problem, and request management Maintain the IT service desk ticketing system, ensuring proper documentation, tracking, and reporting of incidents and service requests Team Leadership & Development: Lead, coach, and mentor the service desk team to ensure high levels of performance and professional development Provide regular performance feedback, identify training needs, and develop career growth plans Schedule and allocate resources to meet service desk workload, ensuring 24/7 support coverage if required Process Improvement & Documentation: Develop, maintain, and enforce service desk processes, procedures, and best practices Identify opportunities for process improvements and drive efficiency across the team Ensure all technical documentation is up-to-date, including knowledge base articles and troubleshooting guides Customer Service & Satisfaction: Ensure a customer-centric approach within the service desk team, focusing on delivering a high level of user satisfaction Gather feedback from end-users and customers to continually improve service quality Manage expectations with stakeholders, ensuring clear communication on service status and issue resolution Technology & Tools Management: Oversee the deployment and management of IT service management tools and solutions Collaborate with IT teams to implement automation and self-service solutions where applicable Reporting & Analytics: Provide regular reports on service desk performance, including key metrics such as ticket resolution times, customer satisfaction, and service delivery efficiency Analyze trends and patterns in incidents and requests, proactively addressing recurring issues Collaboration & Coordination: Collaborate with other IT teams (Infrastructure, Network, Applications) to ensure seamless service delivery Work closely with vendors and third-party service providers to resolve incidents and ensure SLA compliance Key Skills & Qualifications: Bachelor's degree in IT, Computer Science, or a related field Minimum of 5 years of experience in an IT support or service desk environment, with at least 2 years in a leadership or managerial role Strong understanding of ITIL or other IT Service Management (ITSM) frameworks (certification preferred) Proficient in using ITSM tools such as ServiceNow, Jira Service Desk, SolarWinds, or similar platforms Excellent communication and interpersonal skills, with a customer-oriented mindset Proven ability to manage and prioritize a diverse set of tasks and issues in a fast-paced environment
