IT Service Desk Manager

Job Description

Key Accountabilities- Propose & Implement and enforce policies, Controls, Standards and procedures of the Service Desk to improve the overall operation and effectiveness.- Manage and optimize Service Desk operations, including capacity planning, performance monitoring, and system availability to meet business demands and service-level agreements.-functional teams to ensure seamless coordination and integration of Service Desk activities. - Develops and manages the Functional budget, ensuring effective resource allocation, cost control, and return on investment.- Contributing in the proper selection of PCs, laptops, printers, IT related peripherals, or 3rd tier service providers (vendors) that are suited for the information technology services provided to FLYNAS users. - Administer the IT service management (ITSM) System to ensure that all Queries, Calls, Requests are captured, Prioritized and assigned according to criticality and follow-up for resolutions to ensure high level of User satisfaction.- Act as an escalation point for complex or critical issues, ensuring prompt resolution and customer satisfaction.- Analyze Help Desk metrics and trends, identifying areas for improvement and implementing strategies to enhance team performance.- Collaborate with other IT teams and stakeholders to implement IT service management (ITSM) best practices and drive continuous service improvement.- Owning and coordinating the resolution to the Information Technology issues that are being detected through users? complains. - Preparing and communicating planned, unplanned, and informative announcements pertaining to Information Technology department services and applications. - Developing the Service Catalogue and enhancing its response, action, and practices.- Designing and providing IT incidents report for the issues faced by the users to IT management to help preventing the same issues from reoccurring in the future and minimizing incidents.- Writing proper resolution and converting the resolution into knowledge articles to be used by users and technicians.- Continuously assess the effectiveness of processes & Technologies and Methodologies to ensure work and processes are continuously improved for achieving the efficiency and quality.- Establishes and maintains strong relationships with external stakeholders, such as vendors, partners, and industry leaders, to stay informed about industry trends and leverage potential collaborations.- Actively engages with customers and key stakeholders to understand their needs, gather feedback, and incorporate it into the Service Desk processes- Supervise and manage the Help Desk team, including workload distribution and performance monitoring.- Leads and manages a team providing guidance, mentorship, and support to foster a high-performing and collaborative work environment.- Conducts performance evaluations and provides feedback to team members, supporting their professional growth and identifying opportunities for skill development.- Follows procedures of reporting on performance, budgets and other reports required from time to time to the Management.

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