Associate Manager - Service Desk Analysis

3 Months ago • 10 Years +

Job Summary

Job Description

The Global Service Desk Manager oversees the efficient operation of the global service desk, ensuring prompt and effective resolution of IT issues. This role is crucial in maintaining the overall health of the organization's IT infrastructure and aligning service desk operations with strategic goals. The responsibilities include managing a 24/7 global service desk team, developing and implementing service desk policies, monitoring and analyzing service desk performance, coordinating with other IT teams, handling escalated issues, ensuring compliance with service level agreements (SLAs), and conducting training sessions. Additionally, the role involves preparing and presenting reports on service desk performance and staying updated with industry trends. The candidate will be responsible for coordinating vendor management for asset procurement and service, handling shift-left activities with L2/L3 teams and ensuring the team's work-life balance is prioritised.

Must have:

Bachelor's degree in IT, Computer Science, or related field
10+ years of experience in IT service management or a related field
5+ years of experience in a leadership role
Proven experience in managing a global service desk or IT support function
Strong leadership and team management skills
Excellent communication and interpersonal skills
Ability to work in a fast-paced and dynamic environment
Strong problem-solving and decision-making abilities
Knowledge of IT service management (ITSM) frameworks
Familiarity with service desk software and tools

3 skills required

3 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

performance-analysis

Job Details

Role Intent

Role Description

• Manage and oversee the 24/7 global service desk team, ensuring high-quality support to users.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and analyze service desk performance metrics, identifying areas for improvement.
• Coordinate with other IT teams to ensure seamless support and issue resolution.
• Handle escalated issues and provide guidance to service desk staff.
• Coordinating vendor management for asset procurement and service
• Handling shift-left activities with L2/L3 teams
• Ensuring the team's work-life balance is prioritised and taking actions to support it
• Initiating efforts to minimise workload without impacting productivity
• Ensure compliance with service level agreements (SLAs) and other performance standards.
• Conduct regular training sessions for service desk staff to enhance their skills and knowledge.
• Prepare and present reports on service desk performance to senior management.
• Stay updated with industry trends and advancements in service desk technologies.

Qualifications / Experience

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 10+ years of experience in IT service management or a related field.
• 5+ years of experience in a leadership role, managing a global service desk or similar function.
• Proven experience in managing a global service desk or similar IT support function.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Strong problem-solving and decision-making abilities.
• Knowledge of IT service management (ITSM) frameworks and best practices.
• Familiarity with service desk software and tools.

Essential Skills
• Leadership and team management
• Excellent communication
• Problem-solving
• Decision-making
• IT service management (ITSM)
• Service desk software and tools
• Training and development
• Performance analysis and reporting