Manager, IT Service Desk

ABOUT THIS ROLE

The Manager, Service Desk is a critical leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This position ensures the efficient and effective delivery of technical support to end-users, maintaining high levels of customer satisfaction, and contributing to the overall productivity of the organization. The Manager will lead and mentor a team of Service Desk analysts, implement best practices, manage service level agreements (SLAs), and drive continuous improvement initiatives.

RESPONSIBILITIES

Team Leadership and Management:

• Recruit, train, mentor, and supervise Service Desk team members..
• Set clear performance expectations, conduct regular performance reviews, and provide constructive feedback.
• Foster a positive, collaborative, and customer-focused team environment.
• Schedule and manage team resources to ensure adequate coverage and efficient ticket handling.
• Delegate tasks and responsibilities effectively.
• Address employee concerns and resolve conflicts.

Service Delivery and Support:

• Ensure the timely and accurate resolution of end-user technical issues across various hardware, software, and network platforms.
• Monitor and manage the Service Desk ticketing system, ensuring adherence to established processes and SLAs.
• Develop, implement, and maintain Service Desk policies, procedures, and knowledge base articles.
• Act as an escalation point for complex or critical issues, providing guidance and support to the team.
• Maintain a strong understanding of the organization's IT infrastructure and applications.

Performance Monitoring and Reporting:

• Track and analyze Service Desk performance metrics (e.g., first call resolution rate, average handle time, ticket volume, customer satisfaction).
• Generate regular reports on Service Desk performance and identify trends, areas for improvement, and potential issues.
• Utilize data to drive informed decisions and implement proactive measures.

Customer Satisfaction:

• Champion a customer-centric approach within the Service Desk team.
• Monitor customer feedback and implement strategies to enhance the end-user experience.
• Ensure timely and professional communication with end-users regarding their support requests.
• Proactively identify and address potential customer satisfaction issues.

Process Improvement and Innovation:

• Continuously evaluate and improve Service Desk processes and workflows to enhance efficiency and effectiveness.
• Identify opportunities for automation and self-service solutions.
• Stay abreast of industry best practices and emerging technologies relevant to Service Desk operations.
• Participate in IT projects and initiatives to ensure Service Desk readiness and supportability.

Communication and Collaboration:

• Communicate effectively with other IT teams and stakeholders regarding service desk activities and issues.
• Participate in regular IT meetings and provide updates on Service Desk performance.
• Collaborate with other departments to understand their IT support needs.

QUALIFICATIONS

• 3 years of progressive experience in IT support, with at least 1 year in a supervisory or management role within a Service Desk environment.
• Proven experience managing and leading a team of technical support professionals.
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices. ITIL certification is a plus.
• Excellent knowledge of Service Desk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
• Solid technical aptitude and understanding of common hardware, software, operating systems, and networking concepts.
• Exceptional customer service and interpersonal skills, with the ability to communicate effectively with technical and non-technical users.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work independently and as part of a team in a fast-paced environment.   
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects.