IT Service Desk Manager

Job Description

As the IT Service Desk Manager, you will oversee our dedicated support team, ensuring that all technical issues are resolved promptly and efficiently. You will implement best practices for service delivery and lead initiatives to enhance customer satisfaction.

Responsibilities

• Lead the service desk team to ensure high levels of customer service and satisfaction.
• Manage incident resolution, ensuring adherence to service level agreements (SLAs).
• Identify training needs and provide necessary resources for service desk staff.
• Communicate effectively with various teams to resolve technical issues promptly.
• Evaluate and recommend tools and technologies to enhance service desk functionality.
• Monitor and report on service desk operations, including trends and areas for improvement.
• Ensure the service desk operates within budgetary constraints.
• Drive continuous improvement initiatives across the IT support function.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Master's degree in IT Management is a plus

Experience

• 7+ years of experience in IT support, with a focus on service desk management

Technical Skills

• Service Management Tools
• Network Troubleshooting

Soft Skills

• Problem-solving
• Customer Focus

Certifications

• Certified IT Service Manager
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Understanding of cybersecurity practices: Knowledge of security principles to ensure support processes are secure.
• Experience in managing a team: Proven track record in leading and managing a service desk team.

Benefits

• Comprehensive medical aid cover
• Annual bonuses based on performance
• Work-life balance initiatives
• Flexible working arrangements

Company Culture

• Continuous Improvement: We are committed to continuous improvement in our processes and services.
• Diversity: We celebrate diversity and aim to create an inclusive workplace for all.
• Community Engagement: We actively engage with the community through various outreach programs.