Job Duties and Responsibilities:
- Leadership and Team Management
a. Lead and manage the IT Service Desk team, including service desk analysts and support
technicians.
b. Provide mentoring, coaching, and performance evaluations to ensure a high-performing support
team.
c. Schedule and coordinate shift coverage to maintain 24/7 or business-hours support (as applicable). - Service Desk Operations
a. Oversee incident, service request, and escalation handling to ensure timely resolution and high
customer satisfaction.
b. Monitor service desk KPIs and SLAs, producing regular reports and analysis.
c. Ensure proper documentation, knowledge base articles, and technical manuals are maintained and
utilized. - Process Improvement
a. Identify trends and recurring issues; recommend and implement process improvements.
b. Lead problem management efforts to reduce incident volume and improve root cause analysis.
c. Ensure ITIL best practices are followed across the service desk function. - Tools and Technology
a. Administer and optimize the ITSM platform
b. Collaborate with IT Engineering, Identity and Automation, and IT security teams to ensure seamless
support. - Customer Service & Communication
a. Act as the primary point of escalation for high-impact issues.
b. Develop strong relationships with internal stakeholders and communicate updates on IT incidents or major
service disruptions.
c. Conduct regular service reviews with key departments and/or clients.
Job Required Qualification:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of 5 years in IT support roles, with at least 2 years in a leadership or managerial capacity.
- Proven experience managing a high-performing IT service desk in a multi-site or MSP environment is preferred.
- ITIL v4 Foundation Certification preferred
- Microsoft, CompTIA, or other technical certifications are a plus.
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