IT Support Operations Leader

2 days ago

Islamabad, Islamabad, Pakistan beBeeServiceDeskManager Full time $80,000 - $100,000

The IT Service Desk Manager role is a leadership position responsible for overseeing the operations of the IT service desk team. This includes ensuring that all client inquiries and technical issues are resolved efficiently and effectively.

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 excellent delivery service.
  • 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.
Required Skills and 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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