Manager – IT Service Desk – Core42

Responsibilities:

• Lead and oversee the day-to-day operations of the IT Service Desk, ensuring the efficient handling of customer inquiries, technical issues, and service requests.
• Manage escalations, executive communication, workload balancing, performance monitoring, staff & shift supervision, SLA compliance, continuous improvement, and customer satisfaction.
• Monitor ticketing systems, prioritize incidents, and manage escalations to meet SLAs and customer expectations.
• Ensure all IT service requests are logged, prioritized, and resolved efficiently, delivering exceptional customer service.
• Provide technical guidance and support to clients on digital transformation solutions, resolving complex technical issues, troubleshooting problems, and coordinating with relevant teams for prompt issue resolution.
• Develop and implement strategies to optimize service desk operations, enhance customer support processes, and increase overall efficiency.
• Identify recurring issues and recommend long-term solutions to prevent future incidents.
• Establish and maintain a comprehensive knowledge base for the Service Desk team, documenting common issues, resolutions, and best practices.
• Promote knowledge sharing within the team to facilitate skill development.
• Ensure that the Service Desk team consistently meets SLAs, including response time, resolution time, and customer satisfaction targets.
• Define and track key performance indicators (KPIs) for the Service Desk team.
• Analyze performance data regularly, creating reports to measure team efficiency and effectiveness.
• Develop, implement, and maintain comprehensive service desk policies, procedures, and standards to enhance service delivery.
• Coordinate training programs to keep the Service Desk team updated on new technologies, products, and industry trends, inculcating a culture of learning and growth within the team.
• Collaborate with other departments such as software development, cloud engineering, and cyber security to address complex customer issues and provide inputs for product and service enhancements.
• Provide necessary training and resources for team members to ensure consistent high-quality service and technical support.
• Oversee service desk budgets, including vendor contracts and the procurement of tools and equipment
• Employ remote support tools to provide virtual assistance and remote troubleshooting, minimizing the need for on-site visits when possible.
• Continuously identify opportunities to enhance service desk processes, tools, and knowledge base resources to improve overall support and customer satisfaction.
• Ensure clear and effective communication throughout the support lifecycle.

Qualifications:

• Deep knowledge of AI, data science, and cloud computing technologies
• Proven track record in team management and leadership within large IT support environments
• Attention to detail with solid problem-solving skills and analytical thinking
• Proficiency in project and program management, and on-time delivery
• Exceptional customer service skills, with a focus on high-quality, timely delivery
• Strong understanding of financial and business principles, contributing to budget management and strategic decision-making

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• ITIL, PMP, or other relevant IT service management certifications
• A minimum of 5 years in IT support in management roles, with at least 3 years in a supervisory capacity
• Familiarity with advanced cybersecurity measures and tools

• Familiarity with advanced cybersecurity measures and tools
• Outstanding communication and interpersonal skills for effective stakeholder management
• Hands-on experience with the latest AI and digital transformation tools and strategies
• Demonstrated ability to implement and manage continuous improvement initiatives within IT service environments

Tagged as: Recruitment & Staffing