Regional Service Desk Operations Manager
4 days ago
At the Geidea Group, we are committed to delivering exceptional customer experiences through our cutting-edge digital payment solutions.
As a Regional Service Desk Lead, you will be responsible for overseeing all Service Desk staff and ensuring that end-users receive timely and effective assistance. This role involves managing procedures, planning, designing, and analyzing the organization's service desk operations, including staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
The ideal candidate will have 7-10 years of experience in IT, with a Bachelor's degree in computer science and certification in ITIL. Additionally, they should have extensive knowledge of computer hardware and experience with desktop and server operating systems. Familiarity with advanced ITIL principles is also essential.
In this role, you will be responsible for:
- Developing policies and procedures for problem identification, documentation, assignment, and correction;
- Analyzing the performance of Service Desk activities and documented resolutions, identifying problem areas, devising, and delivering solutions to enhance service quality, and preventing future problems;
- Conducting research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts;
- Liaising with vendors for the procurement of new systems technologies; overseeing the installation and resolving adaptation issues;
- Managing End-User computing services (Email, SCCM, SharePoint, MDM, Jira & Confluence);
- Managing the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues;
- Assessing the need for any system reconfigurations (minor or significant) based on request trends and making recommendations;
- Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency;
- Monitoring incident trends and anticipating potential problems for proactive resolution.
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