We are seeking a highly motivated and experienced Service Desk Manager to lead our Service Desk team in providing exceptional support to our users. The Service Desk Manager will be responsible for overseeing the daily operations of the Service Desk, ensuring that incidents, service requests, and inquiries are resolved efficiently and meet established Service Level Agreements (SLAs). The ideal candidate will possess strong leadership skills, a deep understanding of IT service management, and a commitment to delivering outstanding customer service.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and manage the Service Desk team, ensuring that staff are motivated, well-trained, and equipped to handle a high volume of support requests.

Develop and implement training programs to enhance the technical skills and customer service abilities of the Service Desk staff.

Set performance goals for the Service Desk team and conduct regular performance reviews, providing feedback and coaching as needed.

Manage staffing levels to ensure adequate coverage during peak hours and maintain a high level of service.

Service Desk Operations:

Oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and requests according to established SLAs.

Implement and manage ITSM tools and technologies to support efficient ticket management, tracking, and reporting.

Develop and maintain Service Desk processes, procedures, and documentation, ensuring consistency and compliance with ITIL best practices.

Monitor and analyze Service Desk performance metrics, identifying trends and areas for improvement.

Manage the escalation process, ensuring that complex or high-priority issues are addressed promptly and effectively.

Customer Service Excellence:

Ensure that the Service Desk team provides exceptional customer service, maintaining a user-centric approach to support.

Gather feedback from users to identify areas where service can be improved and implement changes as necessary.

Act as the primary point of contact for customer escalations, resolving issues and ensuring user satisfaction.

Promote a culture of continuous improvement within the Service Desk, encouraging staff to suggest and implement service enhancements.

Incident and Problem Management:

Work closely with the Problem Management team to identify root causes of recurring incidents and implement permanent solutions.

Coordinate with other IT teams to ensure that incidents are properly documented, tracked, and resolved.

Lead post-incident reviews, ensuring that lessons learned are captured and applied to prevent future occurrences.

Ensure that all incidents and requests are categorized, prioritized, and resolved in accordance with established procedures.

Communication and Reporting:

Prepare and present regular reports on Service Desk performance, including key metrics, trends, and areas for improvement.

Communicate effectively with stakeholders, keeping them informed of Service Desk activities, issues, and initiatives.

Maintain clear and concise documentation of all Service Desk processes, ensuring that they are accessible and up to date.

Collaborate with IT leadership to align Service Desk objectives with overall IT and business goals.

Continuous Improvement:

Drive continuous improvement initiatives within the Service Desk, focusing on enhancing service quality and efficiency.

Stay informed about industry trends and best practices in IT support, incorporating them into the Service Desk operations.

Identify opportunities for automation and process optimization to improve the speed and quality of support services.

Foster a culture of innovation within the Service Desk, encouraging team members to contribute ideas for service enhancement.