Job Description

Job Profile: The IT Service Desk Manager is responsible for managing and optimizing service desk operations, leading a team of service desk agents, ensuring efficient issue resolution, and maintaining high levels of client satisfaction. The ideal candidate will have a strong background in IT service management, strong leadership skills, exceptional problem-solving skills, and a commitment to delivering outstanding support to our U.S.-based clients. Technology: Salesforce, Jira Skillset: Knowledge of ITIL Framework Experience managing service desk teams including cultural and global awareness Salesforce Core experience with a minimum 2 years experience in SFDE ecosystem, preferred Preferred certifications: ITIL, Salesforce Admin, PMI PMP Roles Responsibilities: Team Leadership: Lead, mentor, and manage a team of service desk agents. Provide guidance, training, and performance feedback to ensure high levels of service quality and team productivity. Operational Management: Oversee the day-to-day operations of the service desk, including monitoring ticket queues, managing workloads, and ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Client Liaison: Act as the technical point of contact for global clients, addressing their needs, managing expectations, and ensuring clear and effective communication between clients and the service desk team. Performance Monitoring: Track and analyze service desk metrics and performance data. Prepare and present regular reports on team performance, service levels, and areas for improvement to senior management and clients. Evaluate team performance through regular reviews, set performance goals, and implement strategies to improve efficiency and effectiveness. Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the IT service desk operations. Develop and update standard operating procedures (SOPs) and best practices. Use data to drive decision-making and continuous improvement. Issue Resolution: Handle escalated technical issues and complex support requests that require advanced troubleshooting. Ensure timely and satisfactory resolution while maintaining high-quality service standards. Training and Development: Develop and deliver training programs for new and existing team members to improve their technical skills, customer service abilities, and knowledge of company policies and procedures. Quality Assurance: Implement and oversee quality assurance processes to ensure consistent and high-quality service delivery. Conduct regular reviews of support interactions and provide constructive feedback.