Service Desk Manager
4 days ago
Job Summary
The Service Desk Lead will oversee the IT Support team, ensuring it delivers exceptional customer service and timely technical support for moderately complex end-user computer and software issues, thereby enhancing end-user productivity. This role is responsible for supporting the installation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines.
Key Responsibilities:
- Resolve escalated customer issues or collaborate with external teams to resolve them.
- Work closely with the IT organization to develop best practices and processes.
- Maintain high employee morale within the team.
- Address customer feedback issues with the utmost care.
- Intake project requests for helpdesk and customize support.
- Analyze issues impacting the team and overall business objectives.
- Develop and demonstrate an understanding of customer and business needs.
- Maintain the department budget.
- Assist in the professional and technical development of IT Support Coordinators & Team Supervisor Participate and assist in driving the knowledge management process.
- Ensure department policy adherence.
- Ensure the helpdesk has adequate resources to be successful.
- Other tasks as assigned.
Requirements:
- Strong customer service orientation.
- Possess a positive and proactive attitude towards customer support and a desire to help people.
- Working knowledge of MS Office 365, Windows, Android, and iOS.
- Thorough understanding of helpdesk operations, IT best practices, industry trends, and customer service.
- Good team leader, experience of training staff and leading by example.
- Ability to communicate effectively at all levels of the organization over the telephone and face-to-face.
- Working knowledge of MAC, PC, Office 365, Exchange, Active Directory, and cloud technology.
- Excellent written and verbal communication skills (English).
- Ability to work under pressure to meet targets and deadlines.
- Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.
- Experience in working within a distributed matrix organization of a global enterprise.
- Sharp mind-set and capability for analysis and judgment.
- Interest in technology, computers, and mobile devices.
- Prior experience with hardware/software installation & configuration preferred.
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