Technical Operations Director

1 week ago

Islamabad, Islamabad, Pakistan beBeeService Full time 8,000,000 - 15,000,000
IT Service Desk Manager

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.

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 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 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.
  • Work with 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.
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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