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Title
Text copied to clipboard!IT Service Desk Manager
Description
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We are looking for an experienced IT Service Desk Manager to lead and oversee our IT support operations. In this role, you will be responsible for managing the service desk team, ensuring high-quality technical support, and maintaining customer satisfaction. You will develop and implement service desk policies, monitor performance metrics, and drive continuous improvement initiatives. The ideal candidate will have strong leadership skills, a deep understanding of IT service management best practices, and a passion for delivering exceptional customer service. You will collaborate with other IT teams, manage escalations, and ensure that incidents and requests are resolved efficiently. Additionally, you will be responsible for training and mentoring service desk staff, managing schedules, and reporting on key performance indicators. Your ability to communicate effectively with both technical and non-technical stakeholders is essential. This position requires a proactive approach to problem-solving, a commitment to process improvement, and the ability to adapt to a fast-paced environment. If you are dedicated to optimizing IT support services and leading a high-performing team, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Lead and manage the IT service desk team.
- Develop and implement service desk policies and procedures.
- Monitor and report on service desk performance metrics.
- Ensure timely resolution of incidents and service requests.
- Handle escalations and complex technical issues.
- Train, mentor, and evaluate service desk staff.
- Collaborate with other IT teams and departments.
- Drive continuous improvement initiatives.
- Maintain high levels of customer satisfaction.
- Manage service desk schedules and resource allocation.
- Ensure compliance with IT service management standards.
- Communicate effectively with stakeholders at all levels.
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology or related field.
- Proven experience managing an IT service desk or support team.
- Strong knowledge of IT service management frameworks (e.g., ITIL).
- Excellent leadership and team management skills.
- Outstanding communication and interpersonal abilities.
- Experience with service desk software and ticketing systems.
- Ability to analyze and improve support processes.
- Strong problem-solving and decision-making skills.
- Customer-focused mindset.
- Ability to work under pressure and manage multiple priorities.
- Certifications such as ITIL or HDI are a plus.
- Experience in training and developing staff.
Potential interview questions
Text copied to clipboard!- What experience do you have managing IT service desk teams?
- How do you ensure high levels of customer satisfaction?
- Describe your approach to handling escalated technical issues.
- What IT service management frameworks are you familiar with?
- How do you measure and improve service desk performance?
- Can you provide an example of a process improvement you implemented?
- How do you handle team training and development?
- What service desk tools and software have you used?
- Describe a challenging situation you faced as a manager and how you resolved it.
- How do you prioritize incidents and service requests?
- What strategies do you use to motivate your team?
- How do you communicate complex technical information to non-technical stakeholders?
