Senior Service Desk Manager
3 weeks ago
Job Summary: We are seeking a highly experienced Senior Service Desk Manager to lead our global service desk operations. The ideal candidate will have a proven track record of managing a technical support team and developing and implementing service level agreements (SLAs) to ensure high levels of customer service quality and availability.
Key Responsibilities:
- Develop and implement a global service desk strategy to ensure alignment with business objectives
- Manage a team of service desk staff to provide timely and effective resolution of end-user issues
- Develop and maintain service level agreements (SLAs) to establish problem resolution expectations and timeframes
- Analyze performance of service desk activities and identify areas for improvement
- Collaborate with other departments to identify and procure service desk software and technologies
Requirements:
- Bachelor's degree in Information Technology Management or related field
- Minimum 9+ years' experience managing a service desk organization, including budgetary responsibilities
- Minimum 5+ years in a managerial/supervisory role
- Extensive experience with desktop and server operating systems, including Windows, iOS, macOS, and Linux
- Proven track record of developing and implementing SLAs and service desk deliverables
Preferred Qualifications:
- Minimum 7+ years of global service desk experience
- Certification in ITIL is a must
- Familiarity with advanced principles of ITIL, ITSM, and COBIT
Working Conditions:
- Ability to work in an office environment
- Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard
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