Service Desk Management

Teamware Solutions is looking for an experienced and customer-focused Service Desk Manager to lead and optimize our IT service desk operations. You'll be responsible for ensuring the efficient and effective delivery of IT support, driving continuous improvement in service quality, and fostering a positive customer experience. This role is ideal for a proactive leader with a strong technical background and a passion for managing and mentoring a high-performing support team.

Key Responsibilities

• Team Leadership & Management :
• Lead, mentor, and develop a team of service desk analysts, fostering a culture of customer service excellence, continuous learning, and accountability.
• Manage staffing, scheduling, and performance reviews for the service desk team.
• Set clear performance objectives and KPIs for the team and individual analysts.
• Service Delivery & Operations :
• Oversee the daily operations of the service desk, ensuring timely and effective resolution of IT incidents and service requests.
• Implement and enforce ITIL-aligned processes for incident management, request fulfillment, problem management, and knowledge management.
• Ensure service level agreements (SLAs) are met or exceeded, continually striving to improve response and resolution times.
• Customer Experience & Communication :
• Act as an escalation point for complex or critical customer issues, ensuring timely resolution and clear communication.
• Drive initiatives to enhance customer satisfaction and proactively gather feedback to improve service delivery.
• Establish and maintain strong relationships with internal stakeholders and business units.
• Process Improvement & Automation :
• Identify opportunities to streamline service desk processes, leveraging automation and self-service capabilities.
• Contribute to the development and enhancement of the IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Management).
• Maintain and expand the knowledge base to empower both service desk analysts and end-users.
• Reporting & Analysis :
• Generate and analyze service desk metrics and reports to identify trends, performance gaps, and areas for improvement.
• Present insights and recommendations to senior management.

Qualifications

Preferred Skills

Skills Required

Team Leadership, Service Desk Management, Process Improvement, Automation, Troubleshooting