IT Service Desk Mana....
IT Service Desk Manager
Posted on :
17-12-2023
Employer Active
1 Vacancy
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Job Description
Req ID : 2406771
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.
related requests.
Oversee the daytoday 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 longterm goals while planning work for teams managing workload balance
and have proven track record of delivering results.
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
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 thirdparty 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
Bachelors degree in Computer Science Systems Engineering or similar with minimum of 6 years experience in the technology field
or equivalent experience is preferred
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 nontechnical audiences
Excellent trouble shooting and delegation skills.
Extensive knowledge of the IT industry
Service Desk
Employment Type
Full Time
Key Skills
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