Service Desk - Delivery Manager

Service Desk - Delivery Manager

Description -

Position Summary:
The Service Desk Manager is responsible for overseeing the daily operations of the service desk team to ensure the timely and effective resolution of technical issues and support requests. This role involves managing the team, improving processes, and ensuring high levels of customer satisfaction through excellent service. The Service Desk Manager will also play a critical role in defining and implementing best practices, optimizing ticket management systems, and collaborating with other departments to ensure IT service delivery aligns with the overall business objectives.
Key Responsibilities:
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Service Desk Operations:
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Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.
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Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.
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Ensure proper escalation procedures are followed for critical issues.
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Manage service desk ticketing systems and workflows for improved efficiency.
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Team Management:
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Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.
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Set clear goals and performance standards for team members, encouraging continuous improvement.
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Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.
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Coordinate staff schedules to provide adequate coverage during business hours.
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Customer Satisfaction:
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Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.
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Analyse customer feedback and service reports to identify areas for improvement.
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Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.
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Process Improvement:
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Review and improve service desk processes to align with ITIL or other service management frameworks.
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Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.
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Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.
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Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.
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Reporting and Analysis:
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Prepare and present regular reports on service desk performance, trends, and areas for improvement.
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Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.
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Track and analyse support tickets to identify recurring issues and implement preventative solutions.
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Technology Management:
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Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.
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Ensure all hardware, software, and network systems are well maintained and support the service desk’s activities.
Required Qualifications:
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Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
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7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.
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Proven experience managing a customer-facing service desk or IT support team.
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Strong understanding of IT service management (ITSM) frameworks such as ITIL.
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Excellent problem-solving and decision-making abilities.
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Strong leadership, communication, and team management skills.
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Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
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Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications:
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ITIL Foundation and other relevant certifications.
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Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization
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Experience with cloud-based solutions, enterprise software, and network management.
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Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.
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Experience in change management and continuous improvement initiatives.
Key Competencies:
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Leadership and team management
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Customer-focused mindset
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Strong technical knowledge
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Analytical and reporting skills
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Communication and interpersonal skills
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Process improvement and change management

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Emp