Service Desk Manager job description
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What does a Service Desk Manager do?
The Service Desk Manager is essential in maintaining optimal IT support operations and ensuring a seamless experience for users. This role is vital for enhancing IT service delivery by leading the service desk team and aligning support activities with organizational needs.
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What are the Key Responsibilities of Service Desk Manager
- Oversee daily operations of the service desk team.
- Manage and prioritize service requests, incidents, and problems.
- Develop and enforce service desk policies and procedures.
- Monitor key support metrics and performance indicators.
- Ensure high levels of customer satisfaction through efficient support.
- Collaborate with IT teams to resolve complex issues.
- Implement service improvements to enhance support function.
- Train and develop service desk staff.
- Facilitate communication between users and IT team for system updates.
What are the Skills and Requirements for a Service Desk Manager?
- Proficient in ITIL processes and service management software.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Effective communication and customer service skills.
- Ability to multitask and manage competing priorities.
What are the KPIs to track for Service Desk Manager?
The performance of the Service Desk Manager is evaluated based on ticket resolution times, customer satisfaction scores, service level agreement adherence, and continuous improvement in IT support operations.
Ticket Resolution Time
Ensure prompt resolution of service desk tickets within agreed timeframes.
Customer Satisfaction
Achieve high customer satisfaction rates for IT support services.
SLA Adherence
Maintain consistent compliance with service level agreements.
Reports to
IT Director
Collaborates with
Network and Systems Teams
Leads
Service Desk Technicians and Analysts
Are any specific tools or software required for the Service Desk Manager role?
- ServiceNow
- Jira
- Zendesk
- Microsoft Office Suite
What is the qualification of Service Desk Manager?
Bachelor's degree in Information Technology or a related field, with 5+ years of experience in IT service management roles.
