We are seeking candidates who meet the following qualifications:
Lead and oversee the day-to-day operations of the service desk team, ensuring timely resolution of technical issues and exceptional customer service delivery.
Develop and implement service desk policies, procedures, and standards to optimize efficiency, productivity, and service quality.
Provide leadership, guidance, and mentorship to service desk staff, fostering a positive and collaborative team environment.
Set clear performance expectations and goals for service desk technicians, conducting regular performance evaluations and providing feedback for continuous improvement.
Establish and maintain service level agreements (SLAs), response times, and escalation procedures to meet or exceed customer expectations.
Monitor service desk metrics and key performance indicators (KPIs), analyzing trends and identifying areas for improvement to enhance service delivery.
Coordinate with IT teams, vendors, and stakeholders to resolve complex technical issues, escalations, and service requests in a timely manner.
Act as a point of contact for escalated customer inquiries and complaints, ensuring prompt resolution and effective communication throughout the process.
Develop and deliver training programs and workshops for service desk staff to enhance technical skills, product knowledge, and customer service capabilities.
Stay updated on industry best practices, emerging technologies, and trends in IT service management, contributing to continuous improvement initiatives.
Collaborate with cross-functional teams to implement IT service management tools, systems, and processes to streamline operations and enhance service delivery.
Requirements
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field; Master's degree or relevant certifications (e.g., ITIL, HDI, PMP) preferred.
Proven experience in a service desk management or IT leadership role, with a track record of successfully managing and motivating teams to achieve service excellence.
Strong technical proficiency in IT service management tools (e.g., ServiceNow, Remedy), ticketing systems, and remote support technologies.
Excellent leadership and communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
Solid understanding of ITIL framework, service desk best practices, and industry standards for IT service management.
Experience in developing and implementing service desk metrics, KPIs, and performance dashboards to measure team performance and service quality.
Ability to analyze data, identify trends, and make data-driven decisions to improve service desk operations and customer satisfaction.
Strong problem-solving and decision-making skills, with the ability to prioritize tasks and resolve conflicts in a fast-paced environment.
Customer-focused mindset with a passion for delivering exceptional service and support to internal and external stakeholders.
Flexibility to work occasional evenings, weekends, or holidays as required to meet business needs and support service desk operations.
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
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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