Track Manager - Program & Project Management

Job Summary

The Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring high-quality support services are delivered to end users. This role involves managing service desk staff, improving service processes, and ensuring compliance with service level agreements (SLAs) to enhance customer satisfaction and operational efficiency.

Key Responsibilities

Lead and manage the IT Service Desk team to deliver prompt and effective technical support. Ensure incidents and service requests are resolved within defined SLAs. Monitor service desk performance metrics and implement continuous improvement initiatives. Develop, implement, and maintain service desk policies, procedures, and standards. Act as an escalation point for complex or high-priority issues. Coordinate with IT teams (infrastructure, application, security) to resolve incidents. Drive incident, problem, and change management processes (aligned with ITIL framework). Ensure excellent customer service and maintain high user satisfaction levels. Manage staff scheduling, training, performance reviews, and career development. Track and report on service desk KPIs (e.g., response time, resolution time, ticket volumes). Implement and manage service desk tools and automation solutions. Ensure compliance with organizational policies and security standards.

Skill Requirements

Strong leadership and team management skills Excellent communication and customer service abilities Solid understanding of IT service management (ITSM) frameworks (e.g., ITIL) Analytical and problem-solving skills Ability to handle high-pressure situations and escalations Strong knowledge of service desk tools (e.g., Service Now, Jira, Remedy) Process improvement and quality management expertise

Other Requirements

Strong leadership and team management skills Excellent communication and customer service abilities Solid understanding of IT service management (ITSM) frameworks (e.g., ITIL) Analytical and problem-solving skills Ability to handle high-pressure situations and escalations Strong knowledge of service desk tools (e.g., Service Now, Jira, Remedy) Process improvement and quality management expertise