IT Service Desk Manager

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Job Title: IT Service Desk Manager


Department: IT Support & Services

Job Summary:

The IT Service Desk Manager is responsible for leading and managing the IT Service Desk function to ensure the efficient resolution of IT-related issues and the delivery of exceptional support services to end-users. This role involves overseeing the Service Desk team, optimizing processes, and ensuring adherence to service level agreements (SLAs) while fostering a high-performance culture within the team.

Key Responsibilities:

Service Desk Management:

• Oversee daily operations of the IT Service Desk team, ensuring timely and effective resolution of technical issues.
• Develop and implement best practices, policies, and procedures to improve Service Desk efficiency.
• Monitor and report on team performance metrics, ensuring alignment with SLAs and business goals.
• Act as the primary escalation point for complex IT issues, ensuring prompt resolution.

Team Leadership & Development:

• Lead, coach, and mentor the Service Desk team, fostering a collaborative and growth-oriented environment.
• Conduct performance reviews, identify training needs, and support professional development initiatives.
• Encourage a customer-centric culture, ensuring end-users receive high-quality IT support.

Collaboration & Continuous Improvement:

• Work closely with IT teams and business units to ensure seamless service delivery.
• Analyze recurring IT issues, implement proactive solutions, and drive continuous improvement.
• Stay updated on emerging IT trends and technologies to enhance service delivery and recommend innovative solutions.
• Maintain strong relationships with stakeholders to understand user needs and expectations.

Candidate Requirements:

• Bachelors Degree in IT, Computer Science, or a related field.
• Minimum 5 years of experience in IT support, with at least 2 years in a managerial or leadership role.
• Strong understanding of ITIL best practices, IT service management, and helpdesk operations.
• Experience in managing ticketing systems and ITSM tools.
• Excellent problem-solving, communication, and leadership skills.
• Ability to work under pressure and handle escalations effectively.

Preferred Qualifications:

• ITIL Certification (Foundation or higher) is a plus.
• Experience working in a fast-paced, enterprise IT environment.
  
  Ready to take your career to new heights?
  
  We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of IT Service Desk Manager
  
  
  At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.
  
  Apply now and see how you can be the perfect fit for this exclusive position!
  
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