IT Service Desk Manager
hace 5 días
Ebury, a leading FinTech firm, is seeking an experienced IT Service Desk Manager to join our team. As a key member of our IT department, you will be responsible for managing a team of Service Desk Engineers and ensuring the delivery of exceptional technical support to our users.
Key Responsibilities- Team Management: Oversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support is provided to users.
- Leadership: Supervise, mentor, and develop Service Desk staff, fostering a culture of continuous improvement and professional growth.
- Process Development: Develop and implement Service Desk policies, procedures, and processes to ensure alignment with ITSM best practices and company objectives.
- Performance Management: Manage the Service Desk team's performance, setting objectives, conducting performance reviews, and organising training sessions as needed.
- Incident Management: Lead incident and problem management processes, ensuring timely resolution and minimal business impact.
- Reporting and Analysis: Create and analyse Service Desk reports to track trends, identify areas for improvement, and report on key performance indicators (KPIs).
- Collaboration: Collaborate with IT management and other departments to align Service Desk activities with broader IT strategies and initiatives.
- Vendor Management: Coordinate with vendors and third-party service providers to ensure seamless support and problem resolution.
- Customer Satisfaction: Promote a customer-centric approach and ensure the highest levels of user satisfaction through service improvement initiatives.
- Technical Experience: Advanced IT methodologies, good level of Security and Networking principles, Google Workspace, Jira Service Management and Software, Cloud telephony solutions, and Cloud networking technologies.
- Desirable Skills: Bachelor's degree in Information Technology, Computer Science, or a related field, minimum of 5 years of experience in IT support with at least 2 years in a supervisory or management role, certifications such as ITIL or similar, extensive knowledge of IT support systems and helpdesk software, proven track record of leading and managing teams in a dynamic environment, excellent communication and interpersonal skills, strong analytical and problem-solving abilities, ability to work well under pressure and manage multiple priorities, experience with project management and service improvement initiatives, experience of working effectively within a team and collaborating with others to achieve shared goals, ability to produce management information reports from ITSM systems, and experience of developing professional and effective working relationships with customers and key stakeholders.
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