Information Technology Service Desk Manager

Staff4Me is searching for an experienced and dynamic Information Technology Service Desk Manager to lead our service desk team at CallTek. In this influential role, you will be responsible for overseeing the daily operations of the IT service desk, ensuring efficient incident management, and providing exceptional service to our users. You will play a critical role in developing service strategies, enhancing processes, and mentoring team members to foster engagement and high performance.

Key Responsibilities

• Lead and manage the IT Service Desk team, providing oversight and support to ensure excellent customer service and technical support.
• Develop and implement IT service desk policies, processes, and procedures to optimize service delivery.
• Monitor performance metrics and KPIs, analyzing trends to identify areas for improvement and implementing solutions.
• Conduct regular team meetings, performance reviews, and individual development sessions to enhance team skills and morale.
• Act as the escalation point for complex technical issues, leveraging advanced troubleshooting skills to resolve escalated tickets.
• Foster a culture of continuous improvement by guiding the team in process improvement initiatives and best practices.
• Maintain strong relationships with stakeholders across the organization to align service desk objectives with business needs.
• Oversee the maintenance of knowledge base articles, ensuring accurate documentation and up-to-date information.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT support, with at least 2 years in a management or supervisory role.
• Strong understanding of IT service management (ITSM), best practices, and ticketing systems.
• Exceptional leadership and interpersonal skills, with the ability to motivate and develop team members.
• Outstanding problem-solving abilities and technical knowledge of various hardware and software.
• Excellent communication skills, capable of collaborating with stakeholders at all levels.
• Relevant certifications (e.g., ITIL, CompTIA) are highly desirable.

Benefits

- 35,000 basic salary

- Competitive salary and benefits package.

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.