Manager Service Desk

MINIMUM REQUIREMENTS

EDUCATION: Bachelors FIELD OF STUDY: Technology/Engineering or similar degree

EXPERIENCE: 7 years total experience working with ITSM tools and 3 years managing team.

CERTIFICATION(S): HDI Support Manager and Microsoft Professional Certification A with Leadership training and ITIL4 a must

KNOWLEDGE SKILLS ABILITIES AND OTHER ATTRIBUTES:

Should resemble the unique requirements for the role. May include more than one of each type. Each requirement should have its own bullet point.

• Leading a team of customer service representatives in handling inquiries from customers clients or vendors about products or services
• Proven experience in managing service desk operations preferably in an ITILbased environment.
• Strong knowledge of IT service management principles processes and tools.
• Excellent leadership and people management skills with the ability to inspire and motivate a team.
• Exceptional customer service and communication skills both written and verbal.
• Strong problemsolving and analytical skills to identify and resolve complex technical issues.
• Ability to handle multiple priorities and drive projects to completion within deadlines.
• Familiarity with ITIL framework and certification is an advantage.
• Experience with IT service desk software tools such as ServiceNow or Remedy is preferred.
• ITIL Foundation certification is highly desirable
• Interviewing new candidates for positions on the team to ensure they have the right skillset for the job
• Participating in meetings with management to discuss customer needs and concerns
• Managing the teams workloads to ensure they are able to meet their deadlines while providing excellent customer service.
• Reviewing reports from the team to assess performance and identify problems that may need to be addressed with individual team members
• Monitoring staff performance to ensure that customer service representatives are providing high quality service
• Knowledge and understanding of best practice frameworks (such as ITIL ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology such as ITSM remote access knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
• Windows Operating system Windows 7 10 and 11
• MS Office applications (Outlook Word Excel PowerPoint Visio Project)
• Email support O365 Exchange & POP
• Troubleshoot issues with laptops desktops and thin clients
• Indepth knowledge of hardware and networking systems.
• Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
• Analyzes regular performance reports
• Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
• Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
• Proposes innovation and improvements to current processes/procedures/tools to the Training Process & Tools Lead
• Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager
• Basic knowledge of network technologies (LAN WAN wireless)
• Setup/install local wireless and network printers
• Evaluate incidents/requests for validity and also to make sure that adequate information is available
• Distribute workload based on the complexity priority and availability
• Generate reports on the ticket queues periodically or when requested
• Monitor ticket queue with regard to SLAs notify relevant teams and thereby help teams to maintain SLAs
• Manage escalations related to tickets & bridge the relevant parties to solve the problems
• Follow up on SLA violations & inform the relevant parties
• Retains ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams
• Provides support for account administration in times of need
• Actively identify assess record resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit within agreed processes and in a professional and customer sensitive manner
• Effectively identifies and communicates trends knowledge article updates troubleshooting tips to the Service Desk Incident Management leadership and cross functional teams
• Be able to work to tight deadlines and manage multiple work streams
• Experience with improving processes and procedures and creating technical documentation
• Contribute to the ongoing development and improvement of the service desk provision
• Fosters a positive attitude and team player spirit with coworkers