Senior Service Desk Manager

Job Summary:

We are seeking a dynamic and experienced Senior Service Desk Manager to lead our global service desk operations and drive exceptional IT support for our end users. This role offers the opportunity to shape a high-performing team, optimize service delivery, and enhance customer satisfaction through effective leadership and operational excellence.

Key Responsibilities:

• Lead and mentor offshore service desk resources to achieve and exceed performance metrics.
• Manage team performance, provide coaching and development, and foster a collaborative environment.
• Oversee day-to-day service desk operations, including escalations, issue tracking, and timely resolution.
• Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
• Collaborate with senior management and cross-functional teams to align service goals and expectations.
• Track and report on service desk performance metrics to senior leadership.
• Manage complex technical issues and escalation procedures with a customer-centric approach.
• Ensure continuous development of the offshore team through training and resources.
• Manage budget and resources to ensure cost-effective service delivery.

Qualifications:

• Bachelor's degree in IT, Business, or a related field, or equivalent experience.
• 8+ years of IT service management experience, with 3+ years in a leadership role.
• Proven success in managing offshore teams and understanding the dynamics of remote resource management.
• Strong understanding of ITIL framework and service desk operations.
• Exceptional leadership and people management skills, including performance management, coaching, and conflict resolution.
• Excellent written and verbal communication skills for effective interaction with stakeholders at all levels.
• Proficiency in service desk software and ITSM tools.
• Strong problem-solving skills and a commitment to customer-centric service delivery.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Skills:

• ITIL Certification
• Experience with ServiceNow or similar ITSM platforms
• Knowledge of cybersecurity principles and incident management
• Experience managing teams across multiple time zones