Manager 2, Service Desk

Job Overview

The IT Service Desk manager will build/manage a high-performing team and be responsible for delivering high-quality technical assistance to end-users, as measured by metrics such as NPS, SLAs, AHT, ASA, Quality and Compliance. They will also have a crucial role in improving the service desk operations by analyzing service data and developing the best practices for IT support delivery.

Responsibilities

IT Strategy and Governance: In collaboration with the leadership team develop and put into effect IT policies and systems that will aid in achieving the organization's objectives.

Partnership and Collaboration: Establish collaborative, cross-functional partnerships to help teams achieve business objectives while keeping in mind the organization's mission and goals.

IT Operations Management: Oversee day-to-day IT Service Desk operations, including managing the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end user issues as measured KPIs such as NPS, SLAs, AHT, ASA, Quality, Compliance etc.)

Innovation and Service Improvements: Continually find a way to simplify processes, foster automation across IT processes, and manage the implementation of automation tools to enhance operational efficiency and reduce manual tasks.

Team Leadership and Development: Lead and develop a high-performing IT team by providing guidance, mentorship, and constructive feedback to support them in achieving the goals assigned to them. Foster a culture of continuous learning, innovation, and continuous improvement where team members are encouraged to produce and try innovative ideas that can drive business outcomes and improve their capabilities.

Reports and Monitoring: Design, create and review real-time, daily, weekly, and monthly metric reports for Technology Care Support Services to ensure that all service level targets are being met with department goals and objectives. Monitor and analyst the incoming service-desk tickets to understand broad trends and identify dependencies that individual agents cannot see when working on an individual ticket.

Staffing Activities: Review metrices and reports to adjust staffing and workflows as needed to optimize service desk performance. Additionally, involve in yearly staff budget, capacity planning, hiring, and conducting performance reviews.

Incident and Escalation handling: Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans. Act as an escalation point for any incidents, service requests, or issues requiring swift and decisive intervention.

Qualifications

Knowledge & Experience

• Bachelor’s degree in computer science, Information Technology, or a related field
• 7+ years related IT work experience working in technical care support management or service delivery management.
• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Advance working knowledge of Microsoft and Apple operating systems, end user application and enterprise software products.
• Knowledge of ITSM tools, report creation, and analytical tools.
• Analytical and critical thinking skills
• Demonstrated experience leading projects, effectively delegating responsibilities, and managing highly engaged resources.
• Knowledge of IT Infra – VDI, Autopilot, Azure AD desirable
• Certifications in ITIL, PRINCE2, or other relevant certifications are a plus.
• Flexibility to work off-hours and weekends as required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.