ICT Service Desk Manager
About the Role: We are seeking a dynamic and experienced Service Desk Manager to join our team. The successful candidate will lead and manage the Service Desk team, ensuring the delivery of high-quality service and customer satisfaction. This role requires a pro-active and tenacious individual with strong leadership skills and a passion for service delivery.Key Responsibilities:
- Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction.
- Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets.
- Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management.
- Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently.
- Financial Management: Work with ICT management to manage financial costs effectively.
- Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery.
- Technical Support: Provide technical undefined to the Service Desk team and liaise with both in-house and 3rd party undefined technicians.
- Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources.
- On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 undefined.