B&W MEGTEC
Job Description
IT Service Desk Manager - ( 2500006M )
Description The Senior Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure exceptional technical support and customer service for all end-users. This role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction. The position requires strong leadership, strategic thinking, and a deep understanding of ITIL processes and modern service management tools.
Lead, mentor, and develop a team of service desk analysts and supervisors.
Establish clear performance goals and conduct regular evaluations.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Desk Operations
Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests.
Monitor service levels and ensure compliance with SLAs and KPIs.
Manage escalations and ensure effective communication with stakeholders.
Process & Continuous Improvement
Implement ITIL best practices for incident, request, and problem management.
Identify opportunities for automation and process optimization.
Develop and maintain documentation, knowledge bases, and training materials.
Technology & Tools
Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management).
Ensure proper integration of monitoring and reporting tools.
Stay current with emerging technologies and recommend improvements.
Customer Experience
Drive initiatives to improve end-user satisfaction and service quality.
Act as a liaison between IT and business units to align support with organizational goals.
Budget & Resource Management
Assist in forecasting and managing the service desk budget.
Ensure efficient allocation of resources and staffing.
Qualifications
15years+ of experience working in IT support roles and minimum of 5 in a leadership position
Proven experience managing a large service desk team in a complex environment.
Certifications:
ITIL Foundation (required), ITIL Intermediate or Manager level (preferred).
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Proficiency in ITSM tools and reporting.
Analytical and problem-solving mindset.
Strategic thinking and decision-making.
Customer-centric approach.
Ability to manage multiple priorities in a fast-paced environment.
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Description The Senior Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure exceptional technical support and customer service for all end-users. This role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction. The position requires strong leadership, strategic thinking, and a deep understanding of ITIL processes and modern service management tools.
Lead, mentor, and develop a team of service desk analysts and supervisors.
Establish clear performance goals and conduct regular evaluations.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Desk Operations
Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests.
Monitor service levels and ensure compliance with SLAs and KPIs.
Manage escalations and ensure effective communication with stakeholders.
Process & Continuous Improvement
Implement ITIL best practices for incident, request, and problem management.
Identify opportunities for automation and process optimization.
Develop and maintain documentation, knowledge bases, and training materials.
Technology & Tools
Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management).
Ensure proper integration of monitoring and reporting tools.
Stay current with emerging technologies and recommend improvements.
Customer Experience
Drive initiatives to improve end-user satisfaction and service quality.
Act as a liaison between IT and business units to align support with organizational goals.
Budget & Resource Management
Assist in forecasting and managing the service desk budget.
Ensure efficient allocation of resources and staffing.
Qualifications
15years+ of experience working in IT support roles and minimum of 5 in a leadership position
Proven experience managing a large service desk team in a complex environment.
Certifications:
ITIL Foundation (required), ITIL Intermediate or Manager level (preferred).
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Proficiency in ITSM tools and reporting.
Analytical and problem-solving mindset.
Strategic thinking and decision-making.
Customer-centric approach.
Ability to manage multiple priorities in a fast-paced environment.
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