puestos de Service Delivery en United States

The Service Desk Manager is responsible for leading and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives. This role demands proficiency in incident management, customer service, and team leadership to maintain a high level of IT service support.

The ideal candidate will ensure that service requests and incidents are handled efficiently and according to service level agreements (SLAs).

Team Management:

• Lead, mentor, and manage the Service Desk team, fostering a high-performance culture.
• Ensure appropriate staffing levels and resources are available to meet service demand.
• Conduct regular performance reviews, manage staff development, and implement training plans.

Service Delivery:

• Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
• Ensure continuous improvement of service desk processes, tools, and procedures.

Incident & Problem Management:

• Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
• Identify trends and root causes of recurring issues, facilitating long-term solutions through problem management.
• Liaise with technical teams and other stakeholders to ensure efficient problem resolution.

Customer Focus:

• Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction.
• Develop and maintain strong relationships with key stakeholders, ensuring their needs are met through effective service delivery.
• Communicate effectively with customers and senior management, providing updates on service performance and improvements.

Service Desk Tools & Systems:

• Manage the configuration and administration of the Service Desk toolset.
• Ensure accurate recording and classification of incidents and service requests within the ITSM system.
• Evaluate and implement new tools or upgrades to enhance service delivery and efficiency.

Process Improvement:

• Develop and maintain processes in line with ITIL best practices.
• Lead initiatives to optimise service desk workflows, reduce incident resolution times, and improve first contact resolution.
• Work closely with other IT teams to align support processes with overall IT service management (ITSM) strategies.

Reporting & Analytics:

• Provide regular performance and trend reports to management.
• Use data-driven insights to drive service improvement initiatives.
• Ensure the service desk meets its operational targets and continuously seeks to improve efficiency.

Technical Profiency:

• Experience with IT Service Management tools (e.g., ServiceNow, JIRA).
• Strong knowledge of Windows, Mac OS, and various enterprise systems.
• Familiarity with networking, hardware troubleshooting, and software support.
• Excellent leadership, coaching, and mentoring skills.
• Strong communication and interpersonal abilities, with a customer-focused approach.
• Ability to handle high-pressure situations and manage multiple priorities effectively.

Qualifications & Experience

• Bachelor’s degree in IT or a related field, or equivalent work experience.
• Strong experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity.
• ITIL Foundation certification (ITIL 4 preferred).
• Proven experience managing and improving IT support services in a fast-paced environment.