Job Summary:

A dedicated service desk manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. Perform technical tasks, such as troubleshooting technical issues, and may perform administrative task, such as managing team performance and checking the quality of inventory, include managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service desk team.

Job Responsibilities:

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Education/Certifications:

Any Bachelor’s Degree12 + years of experience in Service Delivery with people management, technical, administrative, or logistic concentration.

Required/Desired Knowledge, Experience and Skills:

Proficiency in leading both physical and virtual teams Experience in dealing with third party-provided services Operational ability in a diverse, large-scale environment Exceptional customer-facing skills In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Fundamentals of ITIL (Information Technology Infrastructure Library) principles Expertise in people management and leadership Strong organizational skills Capacity to train and guide junior team members Ability to manage and prioritize tasks efficiently Solid resource planning and problem-solving skills Readiness to demonstrate a proactive attitude Excellent verbal and written communication skills