Service Desk Manager
6 days ago
Duncan & Ross is seeking a highly skilled Service Desk Manager to lead our IT service desk team. As a key member of our organization, you will be responsible for ensuring the delivery of high-quality technical support services to our customers.
Key Responsibilities- Team Leadership: Manage, mentor, and develop the service desk team to ensure they are motivated and equipped to deliver outstanding support.
- Process Improvement: Continuously evaluate and improve service desk processes, workflows, and tools to enhance efficiency and service quality.
- Customer Satisfaction: Act as the primary point of contact for customer escalations, ensuring that issues are resolved to the satisfaction of the customer.
- Performance Management: Conduct regular performance reviews and provide constructive feedback to team members.
- Incident Management: Oversee the daily operations of the service desk, ensuring that incidents and requests are resolved in a timely and efficient manner.
- Reporting and Analytics: Prepare and present regular reports on service desk performance, including incident metrics, trends, and improvement initiatives.
- Compliance and Governance: Ensure compliance with all relevant regulations and standards.
- Technology and Tools: Oversee the selection, implementation, and maintenance of service desk tools and technologies.
- Education: Bachelor's degree in information technology or related discipline.
- Experience: 10+ years of experience in the IT field.
- ITIL Certification: Proficiency in ITIL processes and certification is preferred.
- Technical Skills: Expertise in setting up and managing multi-channel service desks, proficiency in ITIL processes, and hands-on skills in using tools such as BMC and Service Now.
- Soft Skills: Strong leadership and communication skills, ability to design and operate first-level support, and proficiency in demand management and change scheduling.
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