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IT Service Desk Manager
hace 2 meses
Job Summary
Ebury, a leading Global FinTech company, is seeking an experienced IT Service Desk Manager to oversee the daily operations of our IT Service Desk. As a key member of our IT team, you will be responsible for ensuring efficient and effective technical support is provided to our users.
Key Responsibilities
- Oversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support is provided to users.
- Supervise, mentor, and develop Service Desk staff, fostering a culture of continuous improvement and professional growth.
- Develop and implement Service Desk policies, procedures, and processes to ensure alignment with ITSM best practices and company objectives.
- Manage the Service Desk team's performance, setting objectives, conducting performance reviews, and organizing training sessions as needed.
- Lead incident and problem management processes, ensuring timely resolution and minimal business impact.
- Create and analyze Service Desk reports to track trends, identify areas for improvement, and report on key performance indicators (KPIs).
- Collaborate with IT management and other departments to align Service Desk activities with broader IT strategies and initiatives.
- Coordinate with vendors and third-party service providers to ensure seamless support and problem resolution.
- Promote a customer-centric approach and ensure the highest levels of user satisfaction through service improvement initiatives.
Requirements
- Advanced IT methodologies.
- Good level of Security and Networking principles.
- Google Workspace.
- Jira Service Management and Software.
- Cloud telephony solutions.
- Cloud networking technologies.
Desirable Skills and Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- A 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 are highly desirable.
- 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, with an emphasis on customer service.
- 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.
- Experience of developing professional and effective working relationships with customers and key stakeholders.
