Service Desk Manager

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 (ref:hirist.tech)