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IT Support Operations Manager
2 months ago
The IT Support Operations Manager is tasked with overseeing the daily management and quality assurance of incidents and tasks handled by the Service Desk Team. A significant aspect of this role involves effective Call Center management. An ideal candidate for this position is an organized, dependable, and results-oriented professional. They should possess a pragmatic approach to problem-solving, enabling them to make real-time adjustments to ensure that services are delivered in accordance with established SLAs.
Key ResponsibilitiesThe responsibilities of the IT Support Operations Manager include:
- Monitoring service capacity and taking proactive measures to address any deficiencies as per agreed protocols.
- Enhancing call center operations by assessing team performance and swiftly identifying and resolving issues.
- Preparing comprehensive performance reports by gathering, analyzing, and summarizing relevant data and trends, and presenting this information to IT Service Center Leadership.
- Managing team dynamics by allocating tasks and responsibilities effectively.
- Providing necessary support and guidance aligned with team members' capabilities, while motivating the team to meet SLAs.
The ideal candidate should possess the following skills:
- 2-3 years of experience in managing a large service desk team, specifically overseeing a group of 18 service desk agents.
- A strong focus on customer service and metrics-driven performance.
- A cultural fit with technical expertise preferred.
The work environment includes:
- Structured breaks: 2 x 15-minute breaks and a 1-hour lunch break.
- Utilization of Dell Servers, Desktops, and Laptops, along with mobile devices running Android, iOS, and Windows.
- A Call Center operational from 7 AM to 8 PM, seven days a week.
This organization is highly profitable and is recognized as a leader in its industry. The work culture is supportive and relaxed, with frequent celebrations for various occasions. Employees are encouraged to take initiative and engage with different teams for professional growth.
