IT Service Desk Manager
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Job Description
IT Service Manager:
Lead and manage the day-to-day operations of the IT service desk team.
Ensure timely and effective resolution of user issues incidents and service requests.
Develop and maintain service level agreements (SLAs) and ensure targets are met.
Monitor performance metrics and generate regular reports on service desk operations.
Establish and implement processes for incident request and problem management
Handle escalated issues and ensure high customer satisfaction.
Coordinate with other IT teams and departments for issue resolution and continuous improvement.
Oversee the onboarding and offboarding of users from a service support perspective.
Ensure proper documentation and knowledge base updates for common issues and solutions.
Manage service desk tools and software; recommend improvements where necessary.
Maintain asset and configuration management information related to user devices.
Stay current with industry trends and technology changes to enhance service delivery.
Support audits compliance checks and risk assessments related to IT support
About VirtusaAdd the Middle East to your global professional experience and have the opportunity to work on some of the leading Digital Transformation programs.Virtusa is one of the fastest growing IT Services companies in the Middle East with a growing client base in the UAE KSA Qatar & Oman and we work with the leading Banking and Financial Services Travel Telecom and Enterprises firms in the region. We have partnered with our clients to win awards from Gartner IDC WfMC and other analyst for the work that we have delivered to our clients in the region.Why would you not like to be part of this exciting and award winning team Dont listen to us listen to our customers( & quality of life professional and personal development: values that Virtusa is proud to embody. When you join us you join a team of 30000 people globally that cares about your growth one that seeks to provide you with exciting projects opportunities and work with state of the art technologies throughout your career with us.
Required Experience:
Manager
Employment Type
Full-Time
