Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
Develop, maintain, and enforce SOPs and troubleshooting guidelines.
Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
Ensure all actions are documented in the ticketing system for reporting and records.
Prioritize and oversee ticket management to meet SLAs and resolution targets.
Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
Communicate effectively with end-users regarding updates and escalations.
Lead user training sessions and create self-help resources to enhance IT literacy.
Foster continuous learning within the team and stay updated on emerging technologies.

Requirements:

Experience: 8+ years in IT service desk management or similar leadership roles.
Education: Bachelors degree in IT, Computer Science, or related field (preferred).

Skills:

Proficiency with ticketing systems, remote support tools, and ITIL framework.
Strong communication skills for conveying technical details to non-technical users.
Proven leadership experience in managing large teams, focusing on customer satisfaction.
Ability to manage multiple tasks in a high-paced environment.
Leadership qualities to coach, mentor, and motivate the team.
Flexibility to work in rotational shifts.

Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications

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