Job Description
KEY ACCOUNTABILITIES
- Lead the IT Service Desk team to ensure efficient and effective service delivery
- Ensure compliance with ITIL best practices and company policies
- Develop and maintain relationships with internal stakeholders, including IT teams and business units
- Provide technical support and guidance to team members
- Lead the day-to-day operations of the service desk
- Ensure seamless technical support
- Guide the service desk team
- Drive exceptional customer service
- Optimizing processes to reduce ticket volume and improve resolution rates
- Monitor closely ticket metrics (response times, resolution rates, and SLA adherence) to identify areas for improvement
- Provide diagnostic and troubleshooting support to customers
- Coordinate effectively with the IT teams for prompt issue resolution
- Act as a point of escalation to ensure that complex and critical issues are resolved in a timely and effective manner
- Service Management
- Ensure the service desk team is providing excellent customer service and meeting service level agreements (SLAs).
- Manage incident, problem, and change management processes.
- Ensure compliance with IT service management frameworks (e.g., ITIL).
- Team Leadership:
- Lead and manage a team of IT service desk technicians, providing guidance, coaching, and mentoring.
- Develop and implement team performance metrics and goals.
- Foster a positive and productive team culture.
- Process Improvement:
- Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
- Develop and maintain process documentation and training materials.
- Collaborate with other IT teams to ensure seamless integration and communication.
- Communication and Collaboration:
- Communicate effectively with customers, stakeholders, and other IT teams.
- Collaborate with other IT teams to ensure seamless integration and communication.
- Develop and maintain relationships with vendors and partners.
QUALIFICATIONS, EXPERIENCE AND SKILLS
Qualification and Certificates:
- Bachelor’s degree in Communication Engineer, computer science or related field
- ITIL Foundation
Experience and Knowledge:
- 5:7 years of experience in IT Service Desk Management
- Strong understanding of computer network infrastructure.
- Familiarity with network monitoring solutions.
- Deep understanding of ITSM applications
Skills and Abilities:
- V. Good English language skills
- V. Good analytical and problem-solving skills.
- V. Good communication and Training skills for training and assisting users
- Able to work in dynamic environment
- Adapt with any change
- Strong leadership skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Able to lead a team to achieve IT KPIs and maintain high standards