IT Service Desk Manager

Professional Services Company, c800 users. Full Time Onsite.

The IT Service Desk Manager is responsible for leading and managing the IT service desk team to ensure efficient and effective delivery of IT support services across the organization. This role ensures high levels of customer satisfaction, timely resolution of incidents and requests, and continuous improvement of service desk operations.

Key Responsibilities:

Team Leadership & Management

• Lead, mentor, and develop a team of service desk analysts and technicians.
• Conduct regular performance reviews and provide coaching and training.
• Manage staffing levels, shift patterns, and resource allocation.

Service Delivery

• Ensure timely and effective resolution of IT incidents, service requests, and queries.
• Monitor service desk performance against SLAs and KPIs.
• Implement and maintain ITIL-based processes and procedures.

Customer Experience

• Promote a customer-focused culture within the service desk team.
• Handle escalations and ensure high levels of user satisfaction.
• Communicate effectively with stakeholders at all levels.

Process Improvement

• Identify opportunities to improve service desk efficiency and effectiveness.
• Lead initiatives to automate and streamline support processes.
• Maintain documentation and knowledge base articles.

Technology & Tools

• Oversee the configuration and optimization of service desk tools (eg, ticketing systems).
• Collaborate with other IT teams to ensure seamless support and service integration.
• Stay current with emerging technologies and trends in IT support.