Overview
On Site
$$100000
Full Time
Skills
ITIL
KPI
SLA
Service Desk
Job Details
Job Summary (List Format):
- Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
- Supervise, mentor, and provide training to service desk analysts, including performance management.
- Monitor and maintain key performance indicators (KPIs) and service-level agreements (SLAs) to ensure high-quality customer support.
- Develop, implement, and document procedures and best practices for efficient service desk operations.
- Collaborate with other IT teams for issue escalation and ongoing process improvement.
- Apply strong technical knowledge and leadership skills to enhance service delivery.
- Ensure a customer-focused approach in a fast-paced environment.
- Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
- Supervise, mentor, and provide training to service desk analysts, including performance management.
- Monitor and maintain key performance indicators (KPIs) and service-level agreements (SLAs) to ensure high-quality customer support.
- Develop, implement, and document procedures and best practices for efficient service desk operations.
- Collaborate with other IT teams for issue escalation and ongoing process improvement.
- Apply strong technical knowledge and leadership skills to enhance service delivery.
- Ensure a customer-focused approach in a fast-paced environment.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.