Service Desk Manager

3 days ago


New York, United States The Phoenix Group Full time

The Global Service Desk operates across multiple regions, providing a centralized point of contact for users and IT Service Management. Its primary functions include incident management, lifecycle management of service requests, and direct communication with users.


ROLE PURPOSE:

The role focuses on managing the Service Desk function to provide efficient first- and second-line technical support. This includes overseeing operations, maintaining high service standards, and ensuring customer satisfaction while driving performance and meeting service level agreements (SLAs).


KEY RELATIONSHIPS:

  • Collaborates with IT Service Managers and regional support teams to ensure consistent service delivery.
  • Engages with support analysts, team leaders, and technical teams to ensure seamless operations and exceptional customer service.
  • Coordinates with technical delivery teams to support projects and ensure a smooth transition of applications into support.
  • Works closely with other regional service desk managers.


ROLE AND RESPONSIBILITIES:

Service Support

  • Manage resources effectively to meet service demands and maintain SLA adherence.
  • Provide technical leadership and managerial oversight for operational staff.
  • Ensure the Service Catalogue remains accurate and up-to-date.
  • Monitor routine operations, analyze performance metrics, and take corrective actions as needed.

Service Delivery

  • Ensure consistent and high-quality service delivery by aligning processes with ITIL best practices.
  • Draft and maintain policies and procedures for incident and request management.
  • Analyze incident reports and propose improvements to optimize resolution times.
  • Promote the adoption of tools and methodologies to enhance service delivery.

People Management

  • Train, mentor, and develop team members to enhance their technical and customer service capabilities.
  • Oversee regular training programs and performance appraisals.
  • Coordinate team resources to meet service demands effectively.

Risk Management

  • Respond promptly to IT system compromises and mitigate potential impacts.
  • Investigate security breaches and recommend improvements to control measures.
  • Manage major incidents and lead post-incident reviews to identify improvement opportunities.


KEY REQUIREMENTS:

Competencies

  • Proven experience managing a service desk team and meeting performance targets.
  • Strong leadership skills with the ability to coach and inspire a team.
  • Analytical mindset with the ability to solve problems and manage priorities effectively.
  • Excellent communication skills, with the ability to convey technical concepts in business-friendly language.
  • Strong commitment to delivering exceptional customer service.

Knowledge

  • In-depth understanding of Service Desk operations, ITIL principles, and IT best practices.
  • Familiarity with service-level agreements and key performance indicators.
  • Knowledge of ITSM tools and call distribution systems.

Experience

  • At least three years of experience managing a Service Desk function.
  • Strong track record in data analysis and reporting.
  • Experience in high-pressure, 24-hour support environments.

Qualifications

  • A degree or equivalent experience is preferred.
  • Relevant certifications, such as ITIL or service management qualifications, are advantageous.


NOTES OF INTEREST

  • Flexibility to work outside regular office hours and participate in an on-call rotation.
  • Occasional international travel may be required.
  • Other duties may be assigned as needed to support overall IT service operations.



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