The Service Desk Manager manages the daily operations of the service desk team performance, ensuring global customer service standards are maintained and improved. The ideal candidate has excellent interpersonal and situation management skills along with excellent analytical and troubleshooting skills. They have a passion for delivering service excellence to customers globally.
Duties & Accountabilities
- Operational Duties
- Represent the Service Desk team in meetings with global customers, internal stakeholders, external stakeholders, partners, and suppliers
- Implement relevant performance metrics, Objectives, and Key Results (OKRs) and conduct regular performance assessments of the team
- Using service and operation performance reviews to produce suggestions to improve service efficiency and quality.
- Act as an escalation point and develop team members to make well-informed judgments on their own
- A strong ability to coordinate and manage all relevant stakeholders including customers, partners, and other teams.
- A continuous interest in keeping abreast of global industry trends and practices that allows you to effectively lead the strategic vision and long-term direction of the service desk
- Ensure that all processes used by the service desk are thoroughly documented
- Market and promote the service desk to ensure that it is properly viewed as a core business asset
- Regularly inform and advise senior management globally about service desk issues and concerns
- Be aware of the costs of running the service desk
- People Management
- Effectively manage, develop, and train the service desk team across physical and virtual environments
- Ensure all members of the team have clearly defined and achievable personal and organizational goals
- Perform employee performance monitoring and appraisals, including initiatives to improve performance
- Facilitate employee welfare activities/events in conjunction with the wider team
- Ensure compliance with local/global/company regulatory and legal obligations
- Ensure all ergonomics and IT facility/equipment needs of staff are duly addressed
- Implement human resource management best practices as per company, and industry standards/directives
- Develop and maintain a positive work environment and collaborative culture
Technical Skills
A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:
- Cloud based technologies (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
- Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI
- Oracle Database/Middleware, Web Servers, Proxies, Firewalls
- Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
- Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
- Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
- Common ITSM platforms such as ServiceNow or Jira ServiceDesk
To be successful in the role, you will:
- Be fluent in the English language
- Have the ability to work well with others regardless of function, geographic location or seniority
- Accept responsibility, accountability, and ownership, meeting deadlines consistently
- Have a strong ability to be pragmatic, structured, forward-thinking, and reliable
- Be calm under pressure
- Have a proven ability to manage time effectively while setting the tone of the team through role modeling
- Balance stakeholder interests
- Manage own time, and that of a team, efficiently and effectively
- Align people and teams to achieve common goals and motivate work in international, multi-discipline, cross-functional teams
- Demonstrate problem solving skills and agility to adapt where needed
- Have strong organizational skills and the ability to multi-task
Experience
- Mandatory
- Proven ability in effective people management
- Proven ability as a manager in enterprise or cloud service delivery
- Proven ability using ServiceNow or similar products operated to ITIL convention
- Valued
- Proven ability in service desks would be useful in particular:
- Establishing and/or operating ITIL based service desks and their processes
- Establishing and/or operating 24x7 service desk operations
- Establishing and/or operating Knowledge management and KCS methodologies in a service desk operation
Qualifications
- Mandatory
- University qualifications in IT, Business Management or related discipline
- Valued
- ITIL v3/4 foundation certification
- KCS fundamentals certification
Working Environment
- The role requires delivering operational duties during standard work hours
- The role includes remote and flexible working as part of its role
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
