Technical Operations Leader

1 week ago

Islamabad, Islamabad, Pakistan beBeeCustomerService Full time
IT Service Desk Manager

We are seeking a highly skilled and experienced IT Service Desk Manager to oversee the operations of our IT service desk team. This is an excellent opportunity for someone who is passionate about delivering exceptional customer service and leading a high-performing team.

The successful candidate will be responsible for ensuring that all client inquiries and technical issues are resolved efficiently and effectively. They will also be responsible for managing and leading a team of service desk analysts, providing guidance, training, and support.

Key Responsibilities:
  • Manage and lead a team of service desk analysts, providing guidance, training, and support.
  • Implement IT standard operating procedures for key service delivery.
  • Maintain the published IT Policy and IT standards, collaborating with other 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 delivery to meet 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 excellent service delivery.
Requirements:
  • Bachelor's degree in information technology 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.
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.

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