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Description

We are seeking an experienced Service Desk Manager to lead our Enterprise IT Service Desk. This critical role oversees the day-to-day operations, including managing a team of Service Desk Analysts, driving process improvements, and aligning the support strategy with broader IT and business objectives.

The ideal candidate will have a proven track record of enhancing IT service delivery and customer satisfaction. Strong business acumen and excellent communication skills are essential to liaise with stakeholders and foster a high-performing, customer-centric team culture.

This is an excellent opportunity for an experienced IT service management professional to make a significant impact on our organization. If you have the qualifications and passion to lead our Service Desk to new heights, we encourage you to apply.

Key job responsibilities
- Lead and develop a team of Service Desk Analysts, providing direction, coaching, and performance management to ensure a high-performing, customer-centric support function.
- Continuously evaluate and optimize Service Desk processes and workflows to improve efficiency, reduce resolution times, and enhance the overall customer experience.
- Implement innovative support models and self-service capabilities to empower users and drive down incident volumes.
- Analyze key performance indicators and service-level metrics to identify opportunities for improvement and inform the support strategy.
- Collaborate cross-functionally with IT and business stakeholders to align the Service Desk's priorities and initiatives with the organization's strategic goals.
- Foster a positive, collaborative team culture that emphasizes continuous learning, empowerment, and accountability.
- Serve as the primary point of escalation for complex technical issues and difficult customer interactions.
- Represent the Service Desk in executive-level discussions and help champion the team's value proposition across the organization.
- Stay up-to-date with industry best practices and emerging trends in IT service management to ensure the Service Desk remains innovative and responsive to evolving user needs.

A day in the life
- Review the previous day's service desk metrics and incident reports to identify any trends or issues that require immediate attention
- Conduct a standup meeting with the service desk team to discuss priorities, upcoming projects, and any blockers
- Follow up on any high-priority or escalated tickets from the previous day, ensuring timely resolution
- Review and provide feedback on proposed process improvements submitted by the service desk analysts
- Respond to emails and instant messages from stakeholders across the organization
- Conduct 1-on-1 meetings with direct reports to discuss performance, provide coaching, and identify development opportunities
- Attend the weekly IT leadership meeting to report on service desk KPIs and collaborate on cross-functional initiatives
- Review and approve timesheet submissions from the service desk team
- Conduct interviews for an open service desk analyst position
- Prepare for an upcoming presentation on the service desk's accomplishments and weekly business reviews
- Review the day's service desk call logs and identify any recurring issues that may require a deeper investigation
- Procurement management escalations, ordering, and staffing