Service Desk Manager

• Lead and manage the Service Desk team ensuring timely and efficient resolution of IT issues.
• Provide coaching mentoring and training to service desk staff to enhance their skills and performance.
• Collaborate with IT teams and business units to improve service delivery and address recurring IT challenges.
• Drive the critical/major incident management process ensuring swift resolution by coordinating resolver teams and engaging them via bridge calls.
• Ensure major incidents assigned to support groups are resolved promptly and that service is restored.
• Ensure all IT processes (including Incident Problem and Event Management) are executed effectively and meet Service Level Agreements (SLAs).
• Develop and maintain the user notification process ensuring clear and timely communication about IT incidents maintenance and service changes.
• Establish and enforce communication guidelines for notifying users of outages updates and resolutions.
• Represent Corporate IT to the user community by providing friendly professional and efficient support.
• Monitor and report on key performance indicators (KPIs) and service levels to ensure highquality service delivery.
• Regularly review Service Level Agreements (SLAs) ensuring service desk performance aligns with business expectations.
• Monitor ticket assignments and progress in Jira ensuring proper categorization and escalation as needed.
• Drive initiatives for automation and selfservice improvements to enhance efficiency and user experience.
• Continuously analyze service desk performance to identify trends reduce recurring incidents and improve firstcontact resolution rates.
• Oversee the development and maintenance of an IT knowledge base ensuring accurate documentation of common issues and solutions for users and support teams.

Qualifications :

• Successfully completed IT education or comparable qualification 
• At least 5 years of experience in an IT Service Management (ITSM) role with proven leadership in Service Desk or IT Support.
• Strong understanding of ITIL principles and best practices.
• Experience in managing user notifications and IT communications.
• Excellent communication and stakeholder management skills.
• Strong planning organization time and priority management abilities with the capability to handle multiple workstreams effectively.
• Experience working as part of a global team; across multiple countries and time zones
• Handson experience with ITSM tools (e.g. Jira Service Management or similar).
• Strong customer service orientation with a focus on improving the user experience.

Additional Information :

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 
We hire compensate and promote regardless of origin age gender identity sexual orientation or any other fantastic traits that make us all unique we have done our best to write this advert in an inclusive and neutral way. 
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies and any unsolicited candidate submissions will be exempt from any payment expectations.  

Remote Work :

No

Employment Type :

Fulltime