Service Desk Manager - ITIL

Notice Period: Immediate to 15 days

Responsibilities:

- 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 support.

Requirements:

- 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:

- Service Desk Management

- ITIL Framework

- Incident Management

- Problem Management

- Change Management

- Service Desk Ticketing Systems

- ITSM Tools

- Customer Relationship Management

- Leadership and Team Management

Educational Qualifications: Bachelor's/Master's