Key Responsibilities

Team Leadership & Management:

• Recruit, train, mentor, and evaluate service desk staff.

• Foster a positive and collaborative work environment.

• Schedule and manage team shifts to ensure 24/7 coverage (if applicable).

Operational Excellence:

• Oversee daily operations of the service desk to meet SLAs.

• Monitor ticketing systems to ensure timely resolution of incidents and requests.

• Act as an escalation point for complex or high-priority issues.

Process Improvement:

• Develop and enforce policies, processes, and procedures to streamline service desk operations.

• Implement ITIL practices to improve service delivery.

• Identify opportunities for automation or tools to enhance support efficiency.

Customer Focus:

• Ensure high levels of customer satisfaction through proactive communication and quality service.

• Gather user feedback to identify areas for improvement.

Reporting & Metrics:

• Track and report on KPIs, including ticket resolution time, first-call resolution rate, and user satisfaction.

• Provide regular reports to senior management on service desk performance and trends.

Collaboration:

• Work closely with other IT teams (e.g., infrastructure, applications) to resolve issues and deliver projects.

• Liaise with vendors and third-party providers as needed.

Skills & Qualifications

Essential:

• Proven experience in a service desk or IT support management role.

• Strong understanding of ITSM frameworks (e.g., ITIL).

• Excellent communication and interpersonal skills.

• Analytical and problem-solving abilities.

• Familiarity with ticketing systems and remote support tools.

Desirable:

• Relevant certifications (e.g., ITIL Foundation, Microsoft, CompTIA, etc.).

• Experience in managing budgets and vendor relationships.

• Technical expertise in [specify systems or technologies relevant to the organization].