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IT Support Team Lead

2 months ago

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Job Title: Technical Service Desk Manager

Job Summary:

We are seeking a highly skilled Technical Service Desk Manager to join our team at IRIS Software Group. As a key member of our IT department, you will be responsible for leading our service desk team to deliver exceptional customer service and support to our internal stakeholders.

Key Responsibilities:

  • Manage and lead the service desk team to ensure efficient operation and high-quality service delivery.
  • Develop and implement service desk policies and procedures to streamline operations and improve response times.
  • Train and mentor service desk staff to enhance their skills and knowledge.
  • Monitor service desk performance metrics and set improvement targets.
  • Handle escalated issues and ensure timely resolution of complex IT problems.
  • Coordinate major incident response efforts, including communication with stakeholders and mobilization of resources.
  • Conduct regular reviews of incident trends to identify areas for process improvement.
  • Maintain an up-to-date knowledge base to aid in quick resolution of IT issues.
  • Ensure compliance with IT service management best practices and industry standards.
  • Manage vendor relationships and oversee service level agreements.
  • Prepare and manage the service desk budget to optimize resource allocation.
  • Report on service desk performance to senior management and suggest necessary changes.
  • Foster a culture of continuous improvement and innovation within the service desk team.

Requirements:

  • Qualified to A level or similar standard or with relevant industry experience of knowledge.
  • A good understanding of Microsoft products is desirable.
  • An ITIL qualification to foundation level or ITIL knowledge and experience would be beneficial.

What We Offer:

As a Technical Service Desk Manager at IRIS Software Group, you will have the opportunity to work with a talented team of professionals, develop your skills and knowledge, and contribute to the success of our organization.