Responsibilities:
- Manage and lead a team of service desk professionals, including performance management, coaching, and training.
- Oversee the delivery of IT support services to internal users and external clients, ensuring high levels of customer satisfaction.
- Develop and implement service desk processes and procedures to optimize efficiency and customer service.
- Monitor service desk metrics, analyze trends, and implement improvements to achieve service level targets.
- Act as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
- Collaborate with other IT teams to identify and resolve IT infrastructure and application-related issues.
- Proactively identify opportunities for service improvement and drive the implementation of service desk best practices.
- Ensure compliance with IT policies, standards, and procedures.
- Manage vendor relationships and contracts related to IT service desk support.
- The Service Desk operates 24 hours, 7 days a week; you will be responsible for coordinating the resourcing of the service desk and managing call-outs.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT service desk management or related roles.
- Ideally, you will have a software development background.
- Must have Cloud Services experience (Google Cloud, MS Azure, AWS), including Kubernetes, Helm, and other cloud deployment technologies.
- Must have exposure to front-end application development (Apple and Android).
- Must have exposure to backend development (Java, GoLang, Spring Boot).
- Strong leadership skills with the ability to motivate and inspire a team.
- Proven experience in implementing and improving service desk processes and procedures.
- Excellent interpersonal and communication skills, building relationships and collaborating effectively with stakeholders at all levels.
- Strong problem-solving and decision-making skills.
- Experience with IT service management frameworks, such as ITIL.
- Knowledge of IT infrastructure technologies, including networks, servers, and desktop systems.
- Experience with service desk tools and incident management systems.
- ITIL certification is desirable.