What are the responsibilities and job description for the IT Service Desk & Operations Manager position at Fusion HCR?
Job Title: IT Service Desk and Operations Manager
Position Overview: We are seeking a highly skilled IT Service Desk and Operations Manager to lead our desktop support team and manage IT operations. The ideal candidate will be responsible for ensuring exceptional user support while owning and optimizing the ITSM tool, Freshworks. This role involves managing a team of four technicians, establishing and improving support processes, and leading the change management process.
Key Responsibilities:
Position Overview: We are seeking a highly skilled IT Service Desk and Operations Manager to lead our desktop support team and manage IT operations. The ideal candidate will be responsible for ensuring exceptional user support while owning and optimizing the ITSM tool, Freshworks. This role involves managing a team of four technicians, establishing and improving support processes, and leading the change management process.
Key Responsibilities:
- Team Leadership and Management:
- Manage and mentor a team of four desktop support technicians.
- Set performance goals, provide regular feedback, and ensure the team delivers high-quality user support.
- Foster a collaborative and customer-focused team environment.
- ITSM Tool Ownership:
- Serve as the primary owner of the Freshworks ITSM tool used across IT and other Shared Services Groups.
- Ensure the tool is effectively utilized for incident management, request tracking, change management, and problem resolution.
- Continuously improve and customize Freshworks to meet organizational needs.
- Process Improvement:
- Establish, document, and improve IT support processes, including asset management, support tools, inventory management for consumables (e.g., printers), ticket triaging, and escalation protocols.
- Ensure efficient management of IT assets and consumables inventory.
- Drive initiatives to improve team performance and overall service quality.
- Change Management:
- Manage the Change Management process, including organizing and leading Change Advisory Boards (CABs).
- Ensure all changes are thoroughly reviewed, approved, and documented.
- Reporting and Metrics:
- Prepare and deliver weekly reports on IT ticket performance, covering incidents, requests, changes, problems, and project-related metrics.
- Leverage Freshworks to generate comprehensive performance summaries and identify trends for continuous improvement.
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in IT operations and desktop support management.
- Strong knowledge and hands-on experience with ITSM tools, preferably Freshworks.
- Expertise in IT support processes, asset management, and change management.
- Demonstrated ability to lead and develop high-performing teams.
- Excellent analytical, communication, and reporting skills.
- ITIL certification or equivalent experience with IT service management frameworks is a plus.
- Leadership and team management.
- Process improvement and operational efficiency.
- Proficiency in ITSM tools and reporting.
- Strong problem-solving and decision-making skills.
- Excellent customer service orientation.
