We are seeking candidates who meet the following qualifications:
Oversee the operations of the service desk, ensuring efficient and effective support services are provided to end-users.
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 high-performance culture.
Stay updated on industry trends, emerging technologies, and best practices in service desk management.
Requirements
Bachelor’s 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 data-driven 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 high-quality service desk support in a fast-paced 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.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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