IT Service Desk Manager
1 week ago
We are seeking an experienced IT Service Desk Manager to join our team at flynas. The successful candidate will be responsible for managing and optimizing Service Desk operations, including capacity planning, performance monitoring, and system availability to meet business demands and service-level agreements.
Key Responsibilities- Propose and implement policies, controls, standards, and procedures to improve the overall operation and effectiveness of the Service Desk.
- Manage and optimize Service Desk operations, including capacity planning, performance monitoring, and system availability to meet business demands and service-level agreements.
- Develop and manage the Functional budget, ensuring effective resource allocation, cost control, and return on investment.
- Administer the IT service management (ITSM) System to ensure that all Queries, Calls, Requests are captured, Prioritized, and assigned according to criticality and follow-up for resolutions to ensure high-level user satisfaction.
- Act as an escalation point for complex or critical issues, ensuring prompt resolution and customer satisfaction.
- Analyze Help Desk metrics and trends, identifying areas for improvement and implementing strategies to enhance team performance.
- Collaborate with other IT teams and stakeholders to implement IT service management (ITSM) best practices and drive continuous service improvement.
- Owning and coordinating the resolution to the Information Technology issues that are being detected through users' complains.
- Preparing and communicating planned, unplanned, and informative announcements pertaining to Information Technology department services and applications.
- Developing the Service Catalogue and enhancing its response, action, and practices.
- Designing and providing IT incidents report for the issues faced by the users to IT management to help preventing the same issues from reoccurring in the future and minimizing incidents.
- Writing proper resolution and converting the resolution into knowledge articles to be used by users and technicians.
- Continuously assess the effectiveness of processes & Technologies and Methodologies to ensure work and processes are continuously improved for achieving the efficiency and quality.
- Establishes and maintains strong relationships with external stakeholders, such as vendors, partners, and industry leaders, to stay informed about industry trends and leverage potential collaborations.
- Actively engages with customers and key stakeholders to understand their needs, gather feedback, and incorporate it into the Service Desk processes.
- Supervise and manage the Help Desk team, including workload distribution and performance monitoring.
- Leads and manages a team providing guidance, mentorship, and support to foster a high-performing and collaborative work environment.
- Conducts performance evaluations and provides feedback to team members, supporting their professional growth and identifying opportunities for skill development.
- Follows procedures of reporting on performance, budgets, and other reports required from time to time to the Management.
Academic Qualification
Bachelor's degree in computer sciences - Computer Engineering
Professional Experience
10 years of overall experience in IT Function and IT Management- IT Service Desk
Related IT Technical Certifications
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