Service Desk Manager

KEY RESPONSIBILITIES: LEADERSHIP & TEAM MANAGEMENT

• The Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.
• This involves recruiting, training, and mentoring team members to ensure they possess the necessary skills and knowledge to provide high-quality support.
• The role also involves ensuring adherence to Service Level Agreements (SLAs) and providing excellent customer service.

MANAGEMENT & IMPROVEMENT

• The Service Desk Manager is responsible for the operational management of the service desk. This includes overseeing incident and request fulfillment processes to ensure they are handled efficiently and within agreed service level agreements (SLAs). The Service Desk Manager must continuously monitor and analyze performance metrics, such as resolution times and customer satisfaction scores, to identify trends and areas for improvement.
• Strategic improvement is also a critical responsibility. This involves regularly reviewing current processes and tools, identifying inefficiencies, and implementing improvements.

CUSTOMER SERVICE EXCELLENCE

• Ensuring high levels of customer service by setting standards for customer interactions and establishing a customer-centric culture.
• Creates passion to help drive teams to a common vision.
• Provides clear and effective communication across different levels of the organization.

RISK MANAGEMENT & COMPLIANCE

• Ensuring compliance with industry standards and managing risks associated with IT support services. This includes implementing policies and procedures to safeguard data privacy and security, managing access controls, and ensuring the service desk operations comply with regulatory requirements.
• Creates tasks and measures ensuring compliance adhering with the company’s partner agreements related to data exchanges. 

• Completed a Bachelor’s Degree education in IT/Computer/Engineering courses; or similar
• More than 5 years of IT experience with 2+ years in IT Helpdesk management, retail or anything similar or related
• Must have a Track record of taking initiative to solve critical functional problems -Assumes ownership within own organization and with supporting groups
• Proven ability to prioritize based upon changing commercial pressures
• Experience in leadership in IT.
• Must have excellent spoken and written English and must be highly communicative especially to remote stakeholders; needs a very strong sense of urgency and follow up
• Persuasive, confident and diplomatic, and a fast learner