Service Desk Manager

Job Summary

A company is looking for a Service Desk Manager.

Key Responsibilities

• Lead daily operations of the Central Service Desk, focusing on Tier 1 and Tier 2 support
• Develop and implement tracking metrics using KPIs to monitor team performance
• Collaborate with cross-functional teams to enhance service offerings and ensure customer value

Required Qualifications

• Proven experience in service desk or IT service management roles
• Solid understanding of ITIL-based service management practices; ITIL certification is a plus
• Familiarity with AV/VC technologies, Unified Communications, and network management
• Strong leadership skills with the ability to mentor and develop team members
• Experience in data analysis and decision-making in a fast-paced environment