Associate Manager - Service Desk Analysis

Role Intent

The Global Service Desk Manager oversees the efficient operation of the global service desk, ensuring prompt and effective resolution of IT issues. This role is crucial in maintaining the overall health of the organization's IT infrastructure and aligning service desk operations with strategic goals.

Role Summary The Global Service Desk Manager is responsible for leading the global service desk team, ensuring efficient and effective resolution of IT issues, and maintaining high levels of customer satisfaction. This role involves strategic planning, resource management, and continuous improvement initiatives to align service desk operations with the organization's goals and objectives.

Role Description Manage and oversee the 24 / 7 global service desk team, ensuring high-quality support to users. Develop and implement service desk policies, procedures, and best practices. Monitor and analyze service desk performance metrics, identifying areas for improvement. Coordinate with other IT teams to ensure seamless support and issue resolution. Handle escalated issues and provide guidance to service desk staff. Coordinating vendor management for asset procurement and service. Handling shift-left activities with L2 / L3 teams. Ensuring the team's work-life balance is prioritised and taking actions to support it. Initiating efforts to minimise workload without impacting productivity. Ensure compliance with service level agreements (SLAs) and other performance standards. Conduct regular training sessions for service desk staff to enhance their skills and knowledge. Prepare and present reports on service desk performance to senior management. Stay updated with industry trends and advancements in service desk technologies.

Qualifications / Experience Bachelor’s degree in information technology, Computer Science, or a related field. 10+ years of experience in IT service management or a related field. 5+ years of experience in a leadership role, managing a global service desk or similar function. Proven experience in managing a global service desk or similar IT support function. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Strong problem-solving and decision-making abilities. Knowledge of IT service management (ITSM) frameworks and best practices. Familiarity with service desk software and tools.

Essential Skills Leadership and team management Excellent communication Problem-solving Decision-making IT service management (ITSM) Service desk software and tools Training and development Performance analysis and reporting