Job Description
This role involves monitoring ticket queues, identifying trends, and ensuring end-to-end support for IT issues. The manager leads the service team during critical incidents, serves as an escalation point for complex technical problems, and acts as a key liaison between the Service Desk and clients. Responsibilities also include maintaining accurate documentation, generating performance reports, and conducting audits of Service Desk interactions.
Must Have:
- Monitors the ticket queue allocation, execution and resolution status.
- Identifies recurring trends, difficult-to-resolve problems and potential issues.
- Ensures provision of end-to-end support to address identified and potential issues.
- Leads the service team during critical outages / incidents to minimize downtime and ensure prompt restoration of normal service levels.
- Serves as an escalation point for complex technical issues, coordinating with other IT teams to ensure effective resolution.
- Serves as a key liaison between the Service Desk and internal / external clients.
- Ensures timely communication with clients regarding service requests, incidents and outages.
- Ensures maintenance of accurate documentation of Service Desk procedures, troubleshooting steps and solutions.
- Generates reports on team performance, trends and key metrics.
- Conducts regular audits of Service Desk interactions and documentation.
- BA/BS degree.
- Generally 5-6 years’ of relevant experience.
- Minimum 3 years' managing service desk.
- ITIL certification required.
What success looks like in this role:
- Monitors the ticket queue allocation, execution and resolution status.
- Identifies recurring trends, difficult-to-resolve problems and potential issues concurrent with new system releases or hardware / software upgrades.
- Ensures provision of end-to-end support to address identified and potential issues.
- Leads the service team during critical outages / incidents to minimize downtime and ensure prompt restoration of normal service levels.
- Serves as an escalation point for complex technical issues, coordinating with other IT teams to ensure effective resolution.
- Serves as a key liaison between the Service Desk and internal / external clients.
- Ensures timely communication with clients regarding service requests, incidents and outages.
- Ensures maintenance of accurate documentation of Service Desk procedures, troubleshooting steps and solutions.
- Generates reports on team performance, trends and key metrics.
- Conducts regular audits of Service Desk interactions and documentation.
You will be successful in this role if you have:
- BA/BS degree
- Generally 5-6 years’ of relevant experience
- Minimum 3 years' managing service desk
- ITIL certification required
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