What are the responsibilities and job description for the Service Desk Manager position at Simplest.guru?
Simplest Inc. is a leading company in innovative technology solutions, dedicated to transforming business processes through custom software and services. We focus on the retail industry, offering solutions that optimize supply chain management, production, and quality control.
Job description
We are seeking a highly motivated and experienced Head of Service Desk to lead our team and ensure the delivery of exceptional technical support and service to our customers, employees, and business partners. In this role, you will oversee the daily operations of the Service Desk, manage a team of support professionals, and ensure efficient handling of technical issues, service requests, and incidents. The ideal candidate will possess strong leadership, communication, and problem-solving skills, coupled with a deep understanding of IT service management principles and a proven track record of building and managing high-performing service desk teams.
Responsibilities
- Lead Service Desk Operations: Oversee daily operations, ensuring efficient incident and request resolution.
- Manage and Develop Team: Mentor, train, and provide performance feedback to Service Desk analysts.
- Establish Service Standards: Develop and implement procedures, policies, and SLAs for consistent service delivery.
- Monitor and Improve Performance: Track key metrics and identify areas for enhancement.
- Manage Ticketing System: Ensure accurate logging, tracking, and resolution of incidents and requests within the ticketing system.
- Collaborate and Escalate: Work with other IT teams to resolve complex technical issues and ensure proper escalation processes.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5 years of experience in IT service management, with at least 2 years in a leadership role managing a Service Desk or similar team.
- Strong understanding of ITIL framework and service management best practices.
- Experience with Service Desk ticketing systems (e.g., Jira Service Management, ServiceNow).
- Proven ability to manage and motivate a team of technical support professionals.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience in handling technical issues, providing general service support, managing requests, and assessing user needs.