About this role
The team is seeking a Service Desk Manager to oversee and enhance the service desk operations. This role is crucial in ensuring that all service desk activities adhere to established SLAs, response times, and resolution targets across various support channels.
Key Responsibilities:
- Own end-to-end service desk operations, ensuring adherence to SLAs and quality standards.
- Lead, mentor, and manage a team of service desk analysts, team leads, and shift supervisors to ensure consistent operational performance.
- Monitor ticket queues, escalations, and backlog trends, driving corrective actions to maintain service quality.
- Define and enforce service desk processes, workflows, and knowledge base standards in line with ITIL best practices.
- Collaborate with other IT teams to ensure seamless service delivery and support.
Required Skills & Qualifications:
- Proven experience in service desk management or a similar role.
- Strong understanding of ITIL framework and service management principles.
- Excellent leadership and team management skills.
- Proficient in using service desk tools and ticketing systems.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
Experience:
- Minimum of 5 years in service desk operations, with at least 2 years in a managerial position.
What we offer:
- Opportunity to work in a dynamic and collaborative environment.
- Professional development and growth opportunities.
- A chance to lead and shape a high-performing service desk team.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.