The IT Service Desk Manager is responsible for overseeing the delivery of IT services enterprise wide. The IT Support Center Manager will work with the IT support team to address client incidents and requests while focusing on KPI's and continual improvement.
Responsibilities:
•Manage IT ticket system with the assignment, prioritization, escalation management, documentation, and resolution of all support tickets and
related requests.
•Oversee the day-to-day operation of IT services, including incident management, problem management, and service request fulfillment
•Responsible for implementing "Best Practice" (ITIL) processes to ensure high customer satisfaction and positive technical outcomes
•Lead the Company's IT service delivery to deliver on short and long-term goals while planning work for teams, managing workload balance
and have proven track record of delivering results.
•KCS management
•Create, maintain, and update documentation, policies, status reports, and procedures.
•Analyzes team productivity, workload, tasks, procedural and system performance and provides technical analysis and
recommendation. Ensure daily expectations are met for SLA's, Productivity, TTR, CSAT
•Develop and implement the overall IT service strategy aligned with the organization's goals and objectives.
•Establish and maintain service level agreements (SLAs) with customers, monitor service performance, and initiate improvements as needed.
•Generate regular reports on service performance, availability, and customer satisfaction, and analyze trends to identify areas for improvement.
•Collaborate with vendors and third-party service providers to ensure service delivery and adherence to contractual obligations.
•Identify opportunities for service improvement and initiate projects to enhance the quality, efficiency, and effectiveness of IT services.
Qualifications
•Bachelor's degree in Computer Science, Systems Engineering or similar with minimum of 6 years' experience in the technology field
or equivalent experience is preferred
•Minimum 5 years' of proven experience in Service Desk Management or IT Service Delivery
•Ability to communicate technical concepts to technical and non-technical audiences
•Excellent trouble shooting and delegation skills.
•Extensive knowledge of the IT industry
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