Service Desk Manager

Responsibilities

• Lead and manage the IT Service Desk team, ensuring timely and effective resolution of IT support requests.
• Develop and implement SLAs and KPIs to measure and improve support efficiency.
• Provide coaching, training and mentorship to Service Desk staff to enhance their technical and customer service skills.
• Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.
• Implement knowledge management strategies, including self-service resources, to enhance end-user support.
• Define, implement and continuously improve IT service management processes based on ITIL frameworks.
• Ensure high-quality IT services are delivered consistently across the organization.
• Monitor service performance and identify areas for improvement to enhance end-user satisfaction.
• Collaborate with IT leadership to align service delivery with business objectives and technology roadmaps.
• Manage IT service incidents, problems and changes to minimize disruption to business operations.
• Develop and enforce IT policies and procedures related to service desk operations and service delivery.
• Lead IT audits and risk assessments related to service support functions.
• Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.
• Monitor and respond to issues via our Service Desk ticketing system.
• Proactively and reactively address alerts from our system monitoring platform.
• Communicate effectively during outages and priority incidents, ensuring stakeholders are informed and updated.
• Mentor and train junior IT Service Desk Analysts, sharing knowledge and best practices.
• Occasionally visit retail stores and grow/manufacturing facilities for general maintenance and incident response.
• Support overall information systems planning, implementation and administration in a variety of IT functional areas.
• Follow internal procedures and guidelines to troubleshoot and resolve IT issues across different systems and technologies, including hardware, software and networks.

Qualifications

• 4+ years of experience in IT service management, with at least 2 years in a leadership role.
• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.
• Experience with IT Service Management platforms.
• Strong leadership, team management and customer service skills.
• Excellent problem-solving abilities and a proactive approach to IT service improvement.
• Experience managing vendors, contracts, and SLAs.
• Excellent judgment and the ability to operate with little oversight.
• Resourceful and responsive to employee’s needs, with excellent communication skills, both written and verbal.