Job Description

Job Category: Support Services
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Key Responsibilities:
1. Team Leadership:

• Supervise and guide the IT service desk team members, providing mentorship, training, and performance feedback.
• Lead by example and promote a positive and collaborative team culture.
• Allocate tasks and responsibilities to team members based on their skills and expertise.
• Monitor and manage team performance metrics, ensuring targets and SLAs are met.

2. Technical Issue Management:

• Respond to escalated technical issues and provide expert guidance to resolve complex problems.
• Ensure timely and effective resolution of IT incidents and service requests.
• Coordinate with other IT teams to ensure seamless communication and problem-solving.

3. Customer Support:

• Interact with end-users, understand their technical concerns, and provide exceptional customer service.
• Handle escalated customer inquiries and complaints, ensuring a satisfactory resolution.
• Proactively identify opportunities to improve the user experience and service quality.

4. Process Improvement:

• Continuously review and enhance service desk processes, procedures, and workflows.
• Identify bottlenecks, areas for automation, and opportunities to streamline operations.
• Implement best practices to optimize incident management and request fulfilment processes.

5. Documentation and Reporting:

• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Prepare regular reports on service desk performance, highlighting trends, successes, and areas for improvement.
• Analyze data to identify patterns and implement strategies to prevent recurring issues.

6. Training and Development:

• Provide ongoing training to team members, ensuring they are equipped with the necessary technical and soft skills.
• Stay updated on industry trends, emerging technologies, and IT service management best practices.

7. Vendor and Stakeholder Management:

• Collaborate with external vendors and partners to resolve issues and improve service delivery.
• Foster positive relationships with stakeholders across the organization, including department heads and management.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proven experience in a technical support or service desk role, with a track record of progressively increasing responsibilities.
• Strong leadership skills with the ability to inspire and motivate a team.
• In-depth knowledge of IT service management principles and best practices (ITIL certification is a plus).
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication skills, both written and verbal.
• Proficiency in using ticketing systems preferably Service Now and ITSM tools.
• Familiarity with remote support tools and technologies.
• Ability to work well under pressure and manage multiple priorities.
• Strong customer service orientation and empathy.

Experience with process improvement and change management initiatives.

Skills Required