Service Desk Manager

The Opportunity

The Service Desk Manager, reporting to the Director, IT Technology, is responsible for overseeing the daily operations of the IT service desk, ensuring that end-users receive the appropriate assistance.

This includes managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.

The Service Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end-users at the desktop level.

Responsibilities

Lead, mentor, and manage a team of service desk technicians. Ensure the team is trained, motivated, and equipped to provide high-quality support

Oversee the incident management process, ensuring that incidents are logged, tracked, resolved, and reported in a timely manner

Monitor and report on service level agreements (SLAs) to ensure that service delivery meets or exceeds expectations

Ensure a high level of customer satisfaction by providing timely and effective support Handle escalations and ensure that issues are resolved to the customer’s satisfaction

Identify and implement improvements to service desk processes and procedures to enhance efficiency and effectiveness

Generate and analyze reports on service desk performance, including metrics such as response times, resolution times, and customer satisfaction.

Present findings to senior management and recommend improvements

Oversee the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals

Work closely with other IT teams and business units to ensure seamless support and service delivery

Assist in the development and management of the service desk budget

May require occasional travel to other locations

Define and lead ITSM process improvement (short and long term) roadmaps to align IT to facilitate business outcomes

Develops and presents metrics / status to executive leadership via dashboards, monthly statistics, operational reports; ensuring a tight monitoring and follow-up to meet target KPIs, SLAs, and end user performance metrics

Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's

Establishes, maintains, follows, and enforces IT policies, procedures, and other pertinent documentation that ensures the delivery of uniform services

Partner with technology teams to define, integrate and improve overall IT Service Management including incident, problem, change, release, request and Service Level Management

Manages the day-to-day Support Desk activities, coordinating workload and staffing while maintaining the lowest possible backlog for aging incidents and service requests

Mentors and oversees the professional development for his / her team

Defines, implements, and maintains a support model covering all services offered to the end user community (office, production, emergency, VIP, remote) in 24x7 mode

Ensures staff is trained on offering the highest standard of customer service

Analyzes problem trends and gathers requirements from the business to assist in the continual improvement of the IT services

Implements and manages regional projects ensuring they are completed within scope and budget

Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions

Leads and delivers key project-based initiatives as well as maintaining ongoing operations

End-user asset management, tracking, forecasting, and procurement

Other duties as assigned

Experience

Bachelor’s degree in Information Technology, Computer Science, or a related field.

Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role.

ITIL certification is preferred.

Strong leadership and team management skills.

Excellent problem-solving and analytical skills.

Strong customer service orientation.

Excellent communication and interpersonal skills.

Ability to work under pressure and manage multiple priorities.