The Service Desk Manager is the central nervous system of the PMIS support team, ensuring efficient resolution of user inquiries and adherence to the Service Level Agreement (SLA)
) Understanding of PMIS application (Primavera P6, Unifier, Acconex, or Enablon)
They act as a in-depth line of defense for complex technical issues, lead the execution of minor enhancements, and mentor Junior Consultants
This role requires a blend of technical expertise, leadership, and communication skills
Responsibilities:Incident Management:Manage the ServiceNow ticketing system, prioritizing and assigning tickets based on urgency and impact
Troubleshoot basic PMIS issues (eg, login problems, report access issues)
Escalate complex issues to the appropriate Senior Consultant
Problem Management:Identify recurring issues and implement solutions to prevent them from reoccurring
Develop and maintain a knowledge base of solutions and FAQs for common PMIS problems
Change Management:Coordinate the implementation of minor enhancements and configuration changes, ensuring minimal disruption to users
Communicate upcoming changes to users through ServiceNow tickets or internal announcements
Performance Management:Track and report on key performance indicators (KPIs) such as first call resolution rate, average resolution time, and customer satisfaction
Identify areas for improvement and implement process changes to optimize service delivery
Team Management:Manage team schedules and workloads to ensure timely resolution of user inquiries
Conduct regular performance reviews for Junior Consultants and provide ongoing coaching and development opportunities
Foster a collaborative and supportive team environment
Client Relationship Management:Liaise with clients to understand their needs and concerns
Proactively identify potential issues and suggest solutions
Maintain positive client relationships through excellent communication and service delivery
Key Skills:Minimum 10-15 years of experience in IT service desk management
Primavera P6, Unifier, Acconex, or Enablon
Proven experience with ServiceNow or similar ticketing system
Strong understanding of ITIL principles (Incident, Problem, Change, Service Asset & Configuration Management)
Excellent communication, problem-solving, and organizational skills
Ability to prioritize tasks, manage multiple deadlines, and work effectively under pressure
Strong analytical skills to identify trends and root causes of problems

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