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Title
Text copied to clipboard!Service Desk Manager
Description
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We are looking for a Service Desk Manager to join our team. The successful candidate will be responsible for managing all aspects of the service desk, including overseeing the resolution of technical issues, coordinating with other IT departments, and ensuring high levels of customer satisfaction. They will also be responsible for developing and implementing policies and procedures to improve service desk operations, as well as training and mentoring service desk staff. The Service Desk Manager will also be responsible for managing service desk budgets, and for ensuring that service desk operations are in compliance with company policies and industry standards.
Responsibilities
Text copied to clipboard!- Manage and coordinate service desk operations
- Oversee the resolution of technical issues
- Coordinate with other IT departments
- Ensure high levels of customer satisfaction
- Develop and implement policies and procedures to improve service desk operations
- Train and mentor service desk staff
- Manage service desk budgets
- Ensure that service desk operations are in compliance with company policies and industry standards
- Monitor and report on service desk performance
- Identify and implement opportunities for service desk improvement
Requirements
Text copied to clipboard!- Bachelor's degree in Information Technology or related field
- Previous experience in a service desk role
- Strong technical knowledge
- Excellent customer service skills
- Strong leadership and management skills
- Excellent problem-solving skills
- Ability to manage budgets
- Knowledge of service desk operations and best practices
- Excellent communication skills
- Ability to work under pressure and manage multiple priorities
Potential interview questions
Text copied to clipboard!- What experience do you have managing a service desk?
- How do you ensure high levels of customer satisfaction?
- How do you handle high-pressure situations?
- What strategies do you use to manage service desk budgets?
- How do you train and mentor service desk staff?