Education: Bachelor’s or Master’s degree in IT/Computer Science, or Communications. A Master’s degree in Management will be preferred.
Experience: 8-9 years of relevant professional experience, including a minimum of 5 years in managerial roles and at least 4 years specifically leading a Service Desk team in a professional environment.
Certification: ITIL Foundation certification will be given preference.
Responsibilities:
· Contribute to improving customer support by actively responding to queries and handling complaints.
· Follow up with customers to identify areas of improvement.
· Identify and monitor KPIs, ensuring excellent customer service is provided.
· Assist the Assistant Director IT in aligning IT objectives with business strategies.
· Establish best practices throughout the technical support process.
· Develop daily, weekly, and monthly reports on the help desk team’s productivity.
· Coordinate with other teams within and outside the department in case of major incidents and problems.
· Prepare and share reports of incidents, service requests, and problems with the concerned audience.
· Assist the Assistant Director IT in developing and implementing IT policies.
· Ensure the team is utilizing IT best practices in operations, such as ITIL.
· Work on team development and training of the Service Desk team.
· Provide customer feedback to the appropriate internal teams (e.g., Networks, Applications).
· Assist in managing the budget and resource allocation for the Service Desk and EUC.
· Manage team leads and evaluate their performance.
· Recruit, train, and support help desk representatives and technicians.
· Act as a point of escalation for the Service Desk/Desktop teams.
· Ensure customer service is timely and accurate on a daily basis.
· Set specific customer service standards.
Job Type: Full-time
Work Location: In person