Service Desk Manager Job Description

Service Desk Manager Job Description Template

Our company is looking for a Service Desk Manager to join our team.

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.

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.