Service Desk Manager
Core
Oversee daily operations of the IT service desk, ensuring high-quality support for users across the organisation and leading a team of analysts.
Role type
Service Desk Manager
Builds
Efficient IT services and enhanced user satisfaction
Domain
IT Service Management
Required skills
Team leadership, ITIL framework knowledge, performance metrics analysis, policy development, staff training, technical escalation, continuous improvement, ticketing systems
Preferred skills
IT trends knowledge
Responsibilities
Manage and lead the service desk team, Develop and implement service desk policies and procedures, Monitor service desk performance metrics and prepare regular reports, Coordinate with other IT teams, Provide training and support to service desk staff, Act as a point of escalation for complex technical issues, Drive continuous improvement initiatives, Maintain up-to-date knowledge of IT trends and technologies
Seniority
Manager, hands-on leadership
