Service Desk Manager

Confidential Company

*Oversee a dedicated team of service desk analysts who support internal staff across all offices. You will ensure that all incidents, service requests, and technology challenges are addressed quickly and effectively, with minimal disruption to the business.

• Service Desk Leadership: Lead, mentor, and manage a team of service desk analysts responsible for providing support to employees across multiple office locations.
• Incident and Request Management: Oversee the timely resolution of incidents and service requests, ensuring that issues are prioritized and escalated appropriately.
• ITIL Framework Application: Implement and maintain ITIL-based processes for incident, problem, and change management to ensure consistent and efficient service delivery.
• Performance Monitoring: Track and report on team performance through key metrics.
• User Training and Support: Ensure that end-users receive high-quality support and training and provide guidance on best practices for using IT systems.
• Collaboration with IT Teams: Work closely with infrastructure, security, and application teams to ensure alignment on service delivery and issue resolution.
• Continuous Improvement: Lead initiatives to improve service desk processes, tools, and workflows, aiming to increase efficiency and user satisfaction.
• Vendor Management: Coordinate with external vendors for escalated support issues and ensure that vendor SLAs are met.
• Reporting & Documentation: Develop and maintain support documentation, including knowledge base articles, and produce regular reports on service desk performance.
• Budget & Resource Management: Assist in managing the service desk budget and ensure that resources (hardware/software) are allocated appropriately to meet the needs of the firm.