Job SummaryThe Service Desk Manager is responsible for overseeing daily service desk operations, ensuring prompt and efficient resolution of user issues. This role involves managing a team of IT and Telco support technicians, maintaining service levels, and continuously improving processes to enhance user satisfaction and operational efficiency.
Key Responsibilities
Team Management
* Lead, mentor, and manage a team of service desk technicians to ensure high performance.
* Conduct regular performance evaluations and provide constructive feedback.
* Develop and implement training programs to enhance team skills and knowledge.
Service Desk Operations
* Oversee daily service desk operations, ensuring efficient issue resolution.
* Monitor key service desk metrics and ensure compliance with service level agreements (SLAs).
* Implement and maintain consistent service desk processes and procedures.
* Ensure calls are answered within 10 seconds.
Customer Service
* Maintain a high level of customer satisfaction by managing user expectations and providing timely updates.
* Address and resolve escalated user issues and complaints effectively.
* Develop and maintain strong relationships with key stakeholders and users.
Process Improvement
1. Identif...