IT Service Desk Manager Position
This role involves leading a team of IT professionals to deliver high-quality support services to corporate office staff. Key responsibilities include maintaining a thorough understanding of departmental operations, identifying opportunities for process improvements, and establishing procedures in line with ITIL standards.
Key Responsibilities
* Lead the IT service desk team to provide efficient first and second-line support
* Maintain expertise on departments' key drivers and develop innovative solutions
* Oversee delivery of IT services, ensuring smooth operation of corporate infrastructure
* Identify opportunities to enhance IT service delivery and other internal processes
* Develop and motivate a high-performing team, focusing on mentoring and professional development
* Establish, update and maintain IT procedures according to ITILv4 guidelines
* Build strong relationships with technology vendors to ensure service level agreements are met
Requirements
* Substantial experience in IT service management, preferably in a corporate setting
* Leadership experience in developing high-performance teams
* Strong understanding of ITIL frameworks and best practices
* Advanced proficiency in service desk tools and ticketing systems
* Effective communication and interpersonal skills to influence stakeholders at various levels
* Excellent diagnostic, troubleshooting, and problem-solving skills
* Ability to prioritize tasks and meet deadlines
* A customer-focused approach with a results-oriented mindset
* Flexibility to participate in a rotating on-call roster as required
Desirable Qualifications
* Relevant IT certifications or training
The ideal candidate will possess excellent leadership skills, a strong technical background, and the ability to drive team performance and efficiency.