IT Service Desk Manager

4 weeks ago

Islamabad, Islamabad, Pakistan DPL Full time
The IT Service Desk
Manager will be responsible for overseeing the operations of the IT service
desk team, ensuring that all client inquiries and technical issues are resolved
efficiently and effectively. This role requires 5+ years of experience in IT
support within an ITIL environment. Will manage a team of service desk specialists,
coordinating with other IT departments and Onsite support teams in geographies,
and maintain high levels of customer satisfaction.

Key Responsibilities

  • Manage and lead a team of service desk analysts, providing guidance, training, and support.
  • Implementation of IT standard operating procedures for key service delivery
  • Maintain the published IT Policy and IT standards, and in collaboration with on-site IT teams across the organization
  • Develop and implement service desk policies, procedures, and best practices.
  • Monitor and analyze service desk performance metrics to identify areas for improvement and drive Service Desk Service delivery to agreed SLAs.
  • Ensure timely and effective resolution of client inquiries and technical issues.
  • Coordinate with other IT departments to address complex technical problems.
  • Maintain high levels of customer satisfaction by ensuring excell delivery service.
  • Work with the different on-site teams to maintain standards for hardware, software, and security in the desktop environment
  • Conduct regular team meetings and performance reviews.
  • Prepare and present reports on service desk performance to senior management.
  • Stay updated with the latest technology trends and support tools.

Key Performance Measures

  • Achievement of Service Desk SLAs for incidents and service requests User satisfaction score that demonstrate a high-quality Service Desk
  • No system downtime due to uncontrolled change
  • Provision of a portfolio of end user devices to support the varying business needs within the organization
  • Documented standard operating procedures
  • Document evolution of existing service catalogue

Qualifications:

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • Over 5 years of experience in IT support within an ITIL environment.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to analyze performance metrics and implement improvements.
  • Deep Knowledge of ITIL practices and principles.
  • Familiarity with remote desktop tools and help desk software.
  • ITIL Service Manager certification is a plus

Preferred Skills:

  • Experience in process improvement and team management
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Strong problem-solving skills and attention to detail.
  • Willingness to work flexible hours, including nights and weekends, if required.
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