Service Desk Manager
Service Desk Manager
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1 Vacancy
Job Description
Job Title: Service Desk Manager
Client: NIH
Duration: Full Time
Responsibilities:-
- Oversee and manage a team of IT Support technicians including training coaching and performance monitoring.
- Provides leadership and direction to IT Support team fostering a collaborative and high-performance work environment.
- Ensures that IT Support tickets adhere to high quality standards meet ticketing SLAs and meet the expectations of customers.
- Ensures that IT Support staff provide timely and effective support to end-users resolving technical issues and fulfilling service requests in a professional and customer-focused manner
- Coordinate the response to and resolution of IT incidents ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
- Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
- Monitor service level agreements (SLAs) for IT support services ensuring that performance meets or exceeds agreed-upon targets.
- Manage the escalation of complex or high-priority issues to appropriate technical teams or management ensuring timely resolution and communication to affected stakeholders.
Desired Qualifications:-
- 8 years of relevant applicable professional experience
- Experience as Service Desk Team leadership
- Experience with managing customer expectations and delivering the highest quality customer service
- ServiceNow expertise for queue management and ticket fulfillment.
- Bachelors degree from an accredited college or university.
Employment Type
Full-time
