Responsibilities:
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
- Being aware of and managing the costs of running the service desks.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Taking accountability for service delivery performance, meeting customer expectations/SLAs, and driving future demand
- Providing accurate and regular reports to the management on performance of the service delivery
- Supervising desktop management teams (Local and Offshore) to facilitate continual improvements in the desktop environment.
- Collaborating with technical design teams to set standards for software, hardware, and security
- Making sure that anti-virus updates and patches are applied effectively and promptly.
Requirements and skills:
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
- A complete understanding of the organization’s business.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modelling and leadership.
