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IT Service Desk Manager

2 weeks ago

Islamabad, Islamabad, Pakistan DPL Full time $90,000 - $120,000 per year


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.