Track Manager (Tools & Automation)

Job Summary

The Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring that end-users receive timely and effective technical support. This role involves managing a team of service desk analysts, optimizing service desk processes, and maintaining high levels of customer satisfaction. The Service Desk Manager will also collaborate with other IT teams to resolve complex issues and improve overall service delivery.

Key Responsibilities

1. Team Management:
     - Lead, mentor, and develop a team of service desk analysts.
     - Conduct regular performance reviews and provide constructive feedback.
     - Schedule and allocate resources to ensure adequate coverage during business hours.

2. Service Desk Operations:
     - Oversee the day-to-day operations of the service desk, ensuring timely resolution of incidents and service requests.
     - Monitor service desk metrics (e.g., response time, resolution time, customer satisfaction) and implement improvements as needed.
     - Ensure adherence to ITIL best practices for incident, problem, and change management.

3. Client Support:
     - Act as an escalation point for complex or high-priority issues.
     - Ensure a high level of customer satisfaction by maintaining effective communication and delivering quality support.
     - Develop and maintain knowledge base articles to assist users in resolving common issues.

4. Process Improvement:
     - Identify opportunities to streamline service desk processes and improve efficiency.
     - Implement and maintain tools and technologies to enhance service desk performance.
     - Regularly review and update service desk policies and procedures.

5. Reporting and Analytics:
     - Generate and analyze service desk performance reports for senior management.
     - Use data-driven insights to identify trends, recurring issues, and areas for improvement.
     - Prepare and present regular updates on service desk performance and initiatives.

6. Vendor and Stakeholder Management:
     - Liaise with external vendors and internal stakeholders to ensure seamless service delivery.
     - Manage relationships with third-party support providers and ensure SLAs are met.

7. Compliance and Security:
     - Ensure compliance with company policies, industry standards, and regulatory requirements.
     - Promote and enforce IT security best practices within the service desk team.

Skill Requirements

• Skills:
   - Strong leadership and team management skills.
   - Excellent problem-solving and decision-making abilities.
   - Proficient in service desk software (e.g., Service Now, Zendesk, Jira).
   - Strong communication and interpersonal skills.
   - Knowledge of ITIL frameworks and best practices.
   - Ability to work under pressure and manage multiple priorities.

Key Performance Indicators (KPIs):

• Average response and resolution times.
• Customer satisfaction scores (CSAT).
• First-call resolution rate.
• Reduction in recurring incidents.
• Team productivity and performance metrics.

Other Requirements

• Education:
   - Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
   - ITIL certification (preferred).

• Experience:
   - Minimum of 8 -10 years of experience in IT support or service desk roles.
   - At least 3 years of experience in a managerial or team lead position.
   - Proven track record of managing service desk operations and improving customer satisfaction.