Job Description:

Overseeing the daily operations of the service desk team, ensuring efficient IT support, and providing exceptional customer service to end users. This role involves managing incidents, service requests, escalations, and overall service desk performance, as well as leading, coaching, and developing a team of service desk technicians to meet business and operational needs. The Service Desk Manager is also responsible for implementing best practices, ensuring service levels are met, and continuously improving service delivery.

Responsibilities:

1. Managing the day-to-day operations of the service desk, ensuring technical issues are resolved efficiently in a timely manner, and maintaining a high level of customer satisfaction.
2. Oversee the service desk ticketing system, ensuring it is configured correctly, used efficiently, and maintained with up-to-date workflows.
3. Ensure the service desk team has access to appropriate tools, software, and hardware necessary for effective troubleshooting and issue resolution.
4. Implement best practices, improve processes, and handle escalated issues, ensuring the IT service desk meets service-level agreements (SLAs) and delivers excellent customer service.
5. Maintain high levels of customer satisfaction by ensuring timely and professional responses to all inquiries.
6. Monitor the status of unresolved tickets, ensuring escalations are handled appropriately.
7. Perform root cause analysis for recurring issues to drive improvements.
8. Continually assess and improve the service desk processes and workflows for efficiency and customer satisfaction.
9. Track and analyse key performance metrics (KPIs) such as response times, resolution times, customer satisfaction, and SLA compliance.
10. Contribute to maintaining and updating the knowledge base with common troubleshooting steps, solutions, and technical information.
11. Document and track resolutions for common problems to improve efficiency and reduce future incident resolution times.
12. Assist in creating user guides, FAQs, and self-service materials to empower users to resolve common issues independently.
13. Manage the budget and ensure cost-effective use of resources while maintaining high-quality service.

Mandatory skill set:

1. Familiarity with remote desktop tools and ticketing systems (e.g., SolarWinds, ServiceNow, Jira).
2. Proficiency in Microsoft Office Suite, Active Directory, and other IT management tools.
3. Strong written and verbal communication skills, with the ability to explain complex technical issues in simple terms.
4. Customer-focused attitude and the ability to handle stressful situations with professionalism.
5. Strong analytical and problem-solving abilities to troubleshoot and resolve technical issues.
6. Strong knowledge of network infrastructure, cloud services, and cybersecurity practices.
7. Understanding of IT project management principles.

 

Preferred Experience in years:

5 to 8 years of experience in IT service desk or helpdesk management.

 

Preferred Qualifications:

Bachelor’s degree in computer science, Information Technology or any streams.

 

Preferred Certifications:

ITIL v3/v4 Foundation certification, ServiceNow Certified System Administrator, or other ITSM-related certifications.