Service Desk Manager- Senior level - remote

Summary

As the Service Desk Manager, you will play a crucial role in shaping our IT support strategy and driving positive customer interactions. You'll have the opportunity to work closely with our amazing team of service desk analysts and collaborate with cross-functional teams to enhance the overall IT support experience.

Responsibilities:

- Lead and inspire a team of service desk analysts, providing guidance, support, and ongoing training to ensure they deliver exceptional technical support.

- Develop and implement IT support strategies that align with our company's vision and values, with a focus on enhancing customer satisfaction and resolving technical issues efficiently.

- Handle escalated technical inquiries and incidents, demonstrating your exceptional problem-solving skills and ability to provide effective solutions.

- Analyze customer feedback and data to identify trends, patterns, and areas for improvement, and proactively implement changes to enhance the IT support experience.

- Collaborate with cross-functional teams, including IT operations, infrastructure, and application support, to optimize processes and ensure a seamless IT support journey.

- Continuously monitor and evaluate the performance of the service desk team, implementing performance improvement initiatives and ensuring adherence to service level agreements.

- Stay up-to-date with the latest industry trends and technologies, identifying opportunities to leverage new tools and solutions to enhance the efficiency and effectiveness of the service desk.

- Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing, and a customer-centric mindset among the service desk team.

Requirements:

- Proven track record in a service desk management role, showcasing your ability to lead and motivate a team to achieve outstanding results.

- Excellent communication and interpersonal skills, allowing you to effectively interact with customers, team members, and stakeholders at all levels.

- Strong technical knowledge and understanding of IT support principles, enabling you to provide efficient and effective solutions to technical issues.

- Experience with IT service management (ITSM) frameworks and tools, such as ITIL and ServiceNow, to streamline processes and ensure accurate incident management.

- A genuine passion for delivering exceptional customer service, with a commitment to going above and beyond to resolve technical issues and create positive customer experiences.