Senior Project Manager

Job Description

Job Title: Service Desk Manager Job Description: We are seeking a highly experienced Service Desk manager to join our team. The successful candidate will have a minimum of 8 years experience in managing service desk operations including a minimum of 2 years experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities: Manage the day-to-day operations of the service desk team, ensuring that all customer inquiries and issues are addressed in a timely and efficient manner. Develop and implement processes and procedures for the service desk to ensure that customer inquiries are handled efficiently and effectively. Evaluate and implement ticketing tools, understanding IVR and call routings, and knowledge management systems to improve the efficiency and effectiveness of the service desk. Collaborate with other departments to identify and resolve cross-functional issues, ensuring that customer inquiries and issues are addressed in a timely and effective manner. Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure that the service desk is meeting their needs and expectations. Ensure that the service desk team is properly trained and equipped with the necessary tools and resources to effectively perform their duties. Manage the budget and resources of the service desk, ensuring that expenditures are in line with business objectives and priorities. Provide regular reports and metrics on the performance of the service desk and use this data to continuously improve the efficiency and effectiveness of the service desk. Qualifications: Bachelors degree in a related field or equivalent work experience. A minimum of 8 years experience in managing service desk team, with expertise in ticketing tools, understanding IVR and call routing, and knowledge management. Strong leadership and management skills, with the ability to effectively lead and motivate a team. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and partners. Strong analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues. Knowledge of IT service management best practices, including ITIL. Strong project management skills, with the ability to effectively manage multiple projects simultaneously. Experience with IT service management tools, including ticketing systems and knowledge management systems.