Overview
The Service Desk Manager will oversee and enhance IT support services within a complex, multi-site environment, delivering a high-quality service experience for a diverse user base. This role involves leading the Service Desk and Field Support teams, managing incidents and escalations, and driving continuous improvement initiatives. The successful candidate will collaborate with various teams and stakeholders to ensure effective service delivery and adherence to quality standards.
Responsibilities
- Lead and manage the Service Desk and Field Support teams, focusing on performance and customer satisfaction.
- Act as the escalation point for major incidents and complex technical issues.
- Oversee incident, request, problem, and change management processes aligned with ITIL best practices.
- Manage ticket queues, workload distribution, and ensure adherence to SLAs and OLAs.
- Produce regular service reports, providing insights into performance metrics and trends.
- Drive continuous improvement through root cause and gap analysis initiatives.
- Coordinate service desk involvement in various IT projects and changes.
- Maintain documentation and ensure compliance with governance frameworks and internal controls.
Requirements
- Proven experience managing a Service Desk in a multi-site, complex environment.
- Strong leadership skills with experience in developing support teams.
- Excellent stakeholder engagement and customer service capabilities.
- Proficiency in ITSM tools, particularly ServiceNow.
- Solid understanding of ITIL practices including Incident, Problem, and Change Management.
- Experience with Microsoft technologies such as M365, Azure AD, Intune, Windows 10/11, Teams, and SharePoint.
- Knowledge of IT asset and service management principles.
- Strong analytical skills and capability in service improvement initiatives.