Service Desk Manager

Job Description Job Summary Manage Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. Job Responsibilities Manage the Service Desk and staff to provide 1st level technical support; Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work; Ensure that all service desk team members are aware of and adhere to the service level agreements and incident restoration procedures; Monitor and report on service desk performance metrics; Develop and maintain service desk processes and procedures; Collaborate with other departments to ensure seamless integration and effective communication; Ensure that all service desk team members are trained and equipped to handle client inquiries and provide excellent customer service; Develop and maintain relationships with clients to ensure their needs are met and expectations are exceeded. Job Requirements Bachelor's degree in Computer Science, Information Technology or related field; 5 years of experience in a service desk management role; Strong understanding of IT service management principles and practices; Excellent communication and interpersonal skills; Ability to work in a fast-paced environment and prioritize tasks effectively; Strong analytical and problem-solving skills; Ability to work independently and as part of a team; Knowledge of IT service management tools and technologies; Ability to travel as needed. Benefits Competitive salary and benefits package; Opportunities for professional growth and development; Collaborative and dynamic work environment; Recognition and rewards for outstanding performance.