Service Desk Manager Job Description Template
Our company is looking for a Service Desk Manager to join our team.
Responsibilities:
- To meet remotely with customers on a weekly basis to review incidents and changes;
- Follow up with customers to identify areas of improvement;
- Recruit, train and support help desk representatives and technicians;
- To act as an escalation point for any incidents;
- Leadership interaction and handling business escalation;
- Supporting Organization projects from IT service desk perspective to meet organizational goals;
- To act as a mentor to junior members ‘one team’ sharing skills, knowledge and experiences;
- Drive critical global failures impacting service desk operations;
- Contribute to improving customer support by actively responding to queries and handling complaints;
- To be involved in all aspects of support for our Oracle and SAP clients;
- To manage the service desk day to day activities;
- To provide Service Desk management for Support Revolution’s clients via remote support;
- Establish best practices through the entire technical support process;
- Provide customer feedback to the appropriate internal teams, like product developers;
- To identify potential risks and assist in the development of resolution/preventative action.
Requirements:
- Exceptionally high motivational levels and needs to be a self-starter;
- Team Management Skills;
- Should have in depth understanding of End User Computing and Service Desk area of operations;
- Experience in managing service desk in various global locations;
- Excellent written and verbal communication skills;
- Proven work experience as a Help desk manager;
- Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation;
- Solid technical background with an ability to give instructions to a non-technical audience;
- Customer-service oriented with a problem-solving attitude;
- Sound understanding of Multimedia Call Center Technologies and various channels of support.