Service Desk Manager

Our client is seeking a Service Desk Manager to lead daily service desk operations, delivering efficient technology support for a global user base. The role oversees incident management, service requests, and user support to ensure high customer satisfaction and operational efficiency. You’ll work with technology, security, and business teams to resolve escalations, track performance metrics, and implement process improvements. This position is responsible for supervising service desk staff, managing support tools, and fostering a culture of accountability and continuous improvement.

Responsibilities

Planning and Execution

• Oversee the daily operations of the service desk, driving timely resolution of incidents and service requests.
• Establish and manage problem management to identify, analyze, and resolve the root causes of recurring or significant incidents.
• Develop and maintain service desk procedures, knowledge bases, and escalation protocols aligned with operational standards.
• Monitor service performance metrics and implement strategies to improve response times, resolution rates, and user satisfaction.
• Collaborate with Technology leadership to align service desk operations with broader IT strategies and initiatives.

Team Supervision and Collaboration

• Lead and mentor a team of service desk analysts and support specialists, fostering a culture of responsiveness, accountability, and continuous learning.
• Establish clear team roles, responsibilities, and performance standards to promote consistent service delivery across time zones and business units.
• Partner with Functional Teams to align service desk support with evolving business priorities and technology strategies.
• Manage and escalate incidents, implement preventative measures, and support compliance requirements.

Operational Management and Delivery

• Manage service desk tools and platforms, including ticketing systems, remote support tools, and knowledge management systems.
• Support user onboarding and offboarding (e.g., hardware provisioning).
• Maintain up-to-date, accurate, and easily accessible service desk documentation to facilitate efficient issue resolution and promote knowledge sharing.
• Provide regular reporting on service desk performance, trends, and improvement opportunities to company leadership.

Process Optimization and Innovation

• Identify opportunities to automate and streamline support workflows, improving efficiency and scalability across the organization’s platforms.
• Stay informed about ITSM best practices, tools, and trends to enhance service desk operations and user experience.
• Lead initiatives to improve first-call resolution rates, reduce ticket volumes, and enhance self-service capabilities.
• Gather feedback from users and stakeholders to refine support processes and align service delivery with strategic objectives.
  

Education & Credentials

• College degree strongly preferred.
• Certifications in IT service management (e.g., ITIL, HDI, CompTIA) are strongly preferred.

Knowledge & Experience

• Extensive experience managing service desk operations in a professional services or enterprise environment.
• Strong understanding of ITSM frameworks, incident management, and service delivery best practices.
• Experience with service desk platforms and remote support tools.
• Proven ability to lead support teams, manage escalations, and deliver high-quality service in a fast-paced environment.
• Familiarity with legal or regulated industries preferred but not required.
• Strong analytical and problem-solving skills, with the ability to identify trends and implement process improvements.
• Excellent communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.
  

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