IT Service Desk Manager

Key Accountabilities

- Propose & Implement and enforce policies, Controls, Standards and procedures of the Service Desk to improve the overall operation and effectiveness.

- Manage and optimize Service Desk operations, including capacity planning, performance monitoring, and system availability to meet business demands and service-level agreements.

-functional teams to ensure seamless coordination and integration of Service Desk activities

. - Develops and manages the Functional budget, ensuring effective resource allocation, cost control, and return on investment.

- Contributing in the proper selection of PCs, laptops, printers, IT related peripherals, or 3rd tier service providers (vendors) that are suited for the information technology services provided to FLYNAS users. 

- Administer the IT service management (ITSM) System to ensure that all Queries, Calls, Requests are captured, Prioritized and assigned according to criticality and follow-up for resolutions to ensure high level of User satisfaction.

- Act as an escalation point for complex or critical issues, ensuring prompt resolution and customer satisfaction.

- Analyze Help Desk metrics and trends, identifying areas for improvement and implementing strategies to enhance team performance.

- Collaborate with other IT teams and stakeholders to implement IT service management (ITSM) best practices and drive continuous service improvement.

- Owning and coordinating the resolution to the Information Technology issues that are being detected through users’ complains. 

- Preparing and communicating planned, unplanned, and informative announcements pertaining to Information Technology department services and applications. 

- Developing the Service Catalogue and enhancing its response, action, and practices.

- Designing and providing IT incidents report for the issues faced by the users to IT management to help preventing the same issues from reoccurring in the future and minimizing incidents.

- Writing proper resolution and converting the resolution into knowledge articles to be used by users and technicians.

- Continuously assess the effectiveness of processes & Technologies and Methodologies to ensure work and processes are continuously improved for achieving the efficiency and quality.

- Establishes and maintains strong relationships with external stakeholders, such as vendors, partners, and industry leaders, to stay informed about industry trends and leverage potential collaborations.

- Actively engages with customers and key stakeholders to understand their needs, gather feedback, and incorporate it into the Service Desk processes

- Supervise and manage the Help Desk team, including workload distribution and performance monitoring.

- Leads and manages a team providing guidance, mentorship, and support to foster a high-performing and collaborative work environment.

- Conducts performance evaluations and provides feedback to team members, supporting their professional growth and identifying opportunities for skill development.

- Follows procedures of reporting on performance, budgets and other reports required from time to time to the Management.