Job Description: Deliver world-class project delivery and IT Managed Services as Cisco Experts to client base.
We're looking for a positive, enthusiastic, and resourceful individual to join our Managed Services team as the Service Desk Manager.
This role involves supervising and motivating the Service Desk team, managing support to customers, and ensuring service levels are achieved.
The Service Desk Manager will provide leadership to the team and contribute to the successful delivery of IT Managed Services.
Responsibilities include:
* Managing the Service Desk team, acting as the single point of contact for all team issues and queries.
* Improving the customer experience by responding to queries and handling complaints.
* Building effective relationships with colleagues, internal, and external stakeholders.
* Managing and coordinating urgent and complicated support issues.
* Taking ownership of major incidents to ensure coordination of resolving parties and effective communication to stakeholders.
* Obtaining training material for support staff and storing it within the knowledge base.
* Responsibility for incident management and request fulfilment on the Service Desk.
* Interpreting and analyzing management information to provide trends and opportunities to improve profitability.
* Monitoring the work pipeline and identifying potential shortages in time and skills.
* Providing data and reporting of KPIs, SLAs, and trends monthly, quarterly, and ad-hoc as needed.
Requirements include:
* Excellent spoken and written English with the ability to clearly articulate ideas, issues, and updates.
* Due diligence and attention to detail.
* Well organized with the ability to prioritize multiple work streams.
* Able to work well under pressure and have a clear understanding of their own abilities.
* Strong analytical and conflict management skills.
* Solid technical background with the ability to give instructions to a non-technical audience.
* Customer-service oriented with a strong problem-solving attitude.
Desirable qualifications include ITIL Foundation or Practitioner, ITIL Intermediate Certification, Service Management Qualifications, or Project Management Qualifications.
We offer advancement and investment in you, with clear milestones within your control. We provide training, coaching, mentoring, and the opportunity to be part of a winning team.