service desk manager

Job Title: Service Desk Manager

Location: Remote

We are seeking candidates who meet the following qualifications:

Responsibilities:

• Oversee the operations of the service desk ensuring efficient and effective support services are provided to endusers.
• Manage a team of service desk technicians including recruitment training performance evaluation and professional development.
• Develop and maintain service desk processes procedures and workflows to streamline operations and enhance service delivery.
• Act as the primary point of contact for escalated issues and complex technical problems providing guidance and resolution.
• Monitor service desk performance metrics and KPIs to identify trends areas for improvement and opportunities for optimization.
• Coordinate with other IT teams and departments to ensure timely resolution of incidents and service requests.
• Implement and enforce service desk policies standards and best practices to maintain a high level of customer satisfaction.
• Lead the development and implementation of service desk tools and technologies to improve efficiency and productivity.
• Conduct regular team meetings performance reviews and training sessions to foster a collaborative and highperformance culture.
• Stay updated on industry trends emerging technologies and best practices in service desk management.

Requirements:

• Bachelors degree in Information Technology Computer Science or related field.
• Proven experience in service desk management or a similar role with a strong understanding of ITIL framework and service management principles.
• Excellent leadership and managerial skills with the ability to motivate and inspire a team to achieve goals and objectives.
• Solid technical background with knowledge of IT systems networks and infrastructure.
• Proficiency in service desk management tools and IT service management (ITSM) software.
• Strong communication and interpersonal skills with the ability to interact effectively with stakeholders at all levels.
• Ability to analyze data identify trends and make datadriven decisions to improve service desk performance.
• Experience in implementing and managing service desk processes procedures and workflows.
• ITIL certification is preferred.
• Proven track record of delivering highquality service desk support in a fastpaced environment.
  
  If you meet these qualifications please submit your application via link provided in Linkedin. Kindly do not call the general line to submit your application.