What are the responsibilities and job description for the Information Technology Manager position at Cellcom?
The IT Technical Support Manager oversees the daily operations of the IT Help Desk and Desktop teams, ensuring exceptional customer service and adherence to established metrics and processes. They provide leadership through coaching, mentoring, and developing the technical staff while managing key IT service areas such as incident, request, and problem management. The role is responsible for tracking performance metrics, managing the ITSM tool (ServiceNow), and promoting a culture of service excellence. Additionally, the manager focuses on communication, staff development, and continuous improvement of technical and customer service capabilities.
Responsibilities & Duties:
- Oversee the IT Help Desk and Desktop teams, ensuring high levels of customer service and technical knowledge.
- Manage incident, request, and problem management processes, along with user provisioning and hardware asset management.
- Establish and track performance metrics, ensuring standards are met and continuous improvement is achieved.
- Provide leadership by coaching, mentoring, and evaluating staff performance, including recruitment and training.
- Manage and administer the IT Service Management system (ServiceNow), handling escalations and ensuring effective communication with stakeholders.
- Other duties as assigned
Requirements:
- Bachelor’s degree in Computer Science, IT, Business, or equivalent experience.
- Minimum of 5 years of management experience in an IT Help Desk and desktop environment.
- Strong knowledge of IT Service Management tools (e.g., ServiceNow) and enterprise systems (e.g., SCCM, Microsoft Office 365).
- Experience with project management fundamentals, including tools, tactics, and terminology.
