Service Desk Manager - ITIL

Notice Period : Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.

• Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.
• Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.
• Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
• Monitor service desk performance metrics and generate reports for management review.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Maintain knowledge base and documentation for common user issues and resolutions.
• Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement.
• Stay updated with industry trends and best practices in service desk management and IT Bachelor's degree in Information Technology, Computer Science, or related field.
• 5-6 years of experience in service desk management or IT support roles.
• Proven experience in managing a team of service desk technicians.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.
• Experience with service desk ticketing systems and ITSM tools.
• Knowledge of incident management, problem management, and change management processes.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Leadership qualities with a focus on teamwork and collaboration.

Technical Skills :

Educational Qualifications : Bachelor's / Master's

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