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Form of workJob Description
Position: Service Desk Manager
Responsibilities:
Responsibilities:
- Lead and manage the Service Desk team, providing guidance, support, and fostering a positive work environment.
- Oversee day-to-day operations of the Service Desk, ensuring timely and effective resolution of technical issues.
- Develop and implement Service Desk procedures, policies, and standards to enhance efficiency and customer satisfaction.
- Collaborate with other IT teams to escalate and resolve complex technical problems.
- Monitor Service Desk metrics and performance, identifying areas for improvement and implementing solutions.
- Conduct regular training sessions for Service Desk staff to enhance technical skills and customer service abilities.
- Stay informed about industry trends and emerging technologies to ensure the Service Desk remains at the forefront of IT support.
Requirements:
- 1 years of experience in Service Desk management or a related role.
- Strong leadership and team management skills.
- Proficiency in IT service management tools and methodologies; PI Outage Reports, RCA Reports, Ticketing System experince
- Excellent communication and interpersonal skills.
- Familiarity with ITIL practices is a plus.
