Service Desk Operations Manager
2 days ago
**Job Title:** Service Desk Operations Manager
**Job Summary:** We are seeking an experienced Service Desk Operations Manager to join our team at MyCareersFuture. The successful candidate will be responsible for overseeing the delivery of IT services, ensuring they meet established Service Level Agreements (SLAs) and service quality standards.
**Key Responsibilities:**
- Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
- Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders.
- Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team.
- Lead the team to perform service recovery in the event of issues.
- Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/medical leave.
- Mentor, provide guidance and support to the Service Desk team.
- Lead and develop the service desk team, including hiring, training, and performance evaluations.
- Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
- Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
- Identify and implement improvements along with updating of documentation for service desk processes and procedures.
- Foster a customer-centric culture within the team, emphasizing excellent customer service.
- Attend regular meetings (weekly and monthly) with the EDX Team and prepare weekly and monthly reports.
- Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
- Provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
- Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
- Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
**Requirements:**
- Education: Degree in Computer Science, Information Technology, or a related field.
- Certifications: ITIL 4 Foundation Certification, ITIL 4 Intermediate/Expert preferred, Project Management Professional (PMP) or similar will be an added advantage.
- Technical Skills: Strong understanding of end-user computing devices, M365 applications, network, endpoint protection, and Video Conferencing/AV solutions will be an advantage. Proficiency in using ESM tools such as ServiceNow.
- Experience: Prior experience in a service delivery or IT management role within a corporate environment. Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.
**What We Offer:**
You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.
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