Service Desk Management

Service Desk Manager

Key Responsibilities

• Team Leadership & Management:

• Lead, mentor, and develop a team of service desk analysts, fostering a culture of customer service excellence, continuous learning, and accountability.
• Manage staffing, scheduling, and performance reviews for the service desk team.
• Set clear performance objectives and KPIs for the team and individual analysts.

• Service Delivery & Operations:

• Oversee the daily operations of the service desk, ensuring timely and effective resolution of IT incidents and service requests.
• Implement and enforce

  ITIL-aligned processes

  for incident management, request fulfillment, problem management, and knowledge management.
• Ensure service level agreements (SLAs) are met or exceeded, continually striving to improve response and resolution times.

• Customer Experience & Communication:

• Act as an escalation point for complex or critical customer issues, ensuring timely resolution and clear communication.
• Drive initiatives to enhance customer satisfaction and proactively gather feedback to improve service delivery.
• Establish and maintain strong relationships with internal stakeholders and business units.

• Process Improvement & Automation:

• Identify opportunities to streamline service desk processes, leveraging automation and self-service capabilities.
• Contribute to the development and enhancement of the

  IT Service Management (ITSM) platform

  (e.g., ServiceNow, Jira Service Management).
• Maintain and expand the knowledge base to empower both service desk analysts and end-users.

• Reporting & Analysis:

• Generate and analyze service desk metrics and reports to identify trends, performance gaps, and areas for improvement.
• Present insights and recommendations to senior management.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience (5+ years) in IT Service Desk operations, with at least 2-3 years in a

  leadership or management role

  .
• Strong understanding and practical experience with

  ITIL frameworks

  (ideally ITIL Foundation certified).
• Experience with

  IT Service Management (ITSM) tools

  (e.g., ServiceNow, Remedy, Jira Service Management).
• Excellent

  customer service orientation

  and strong interpersonal skills.
• Exceptional

  problem-solving, analytical, and troubleshooting abilities

  .
• Strong

  written and verbal communication skills

  , with the ability to convey technical information to non-technical audiences.
• Ability to work effectively in a fast-paced and dynamic environment.

Preferred Skills

• ITIL Intermediate or Expert certification

  .
• Experience with project management methodologies.
• Familiarity with cloud environments (AWS, Azure, GCP) and SaaS applications.
• Knowledge of remote support tools and technologies.