Senior Service Desk Manager
Apply NowCompany: Datastealth
Location: Mississauga, ON L4T 4M6
Description:
Senior Service Desk Manager
The Senior Service Desk Manager oversees and optimizes service desk operations within an ITIL V4 framework, ensuring high-quality support and service delivery to the organization.
Key Responsibilities:
Team Management: Lead and develop a high-performing service desk team through mentoring and motivation. Set clear priorities and Objectives and Key Results (OKRs) aligned with organizational goals. Plan and allocate resources to meet service levels. Service Delivery: Lead the service desk as a customer-focused unit delivering excellent support. Monitor delivery channels, track performance metrics, and address issues quickly. Process Improvement: Enhance IT service processes in line with ITIL best practices and industry standards. Create and maintain service desk policies and procedures. Incident Management: Direct incident response and escalation processes, serving as escalation point for major incidents and disaster recovery. Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders at all levels.
Required Skills and Qualifications:
ITSM system: Previous experience with JIRA service management is preferred.
ITIL Knowledge: Strong understanding of ITIL V4 framework and service management best practices.
Technical Proficiency: Thorough knowledge of organizational networks, databases, infrastructure, and security measures.
Leadership: Proven experience leading service desk teams.
Analytical Thinking: Strong problem-solving and critical thinking skills for systems improvement.
Effective Communication: Excellence in verbal and written communication with diverse stakeholders.
Strategic Thinking: Ability to shape strategic direction and own customer service outcomes.
Continuous Improvement: Dedication to building a positive service culture and implementing process improvements.
Compliance: Thorough understanding of IT service-related legal and regulatory requirements.
This role requires a blend of technical expertise, leadership skills, and strategic vision to enhance service desk operations within the ITIL V4 framework.
The Senior Service Desk Manager oversees and optimizes service desk operations within an ITIL V4 framework, ensuring high-quality support and service delivery to the organization.
Key Responsibilities:
Required Skills and Qualifications:
ITSM system: Previous experience with JIRA service management is preferred.
ITIL Knowledge: Strong understanding of ITIL V4 framework and service management best practices.
Technical Proficiency: Thorough knowledge of organizational networks, databases, infrastructure, and security measures.
Leadership: Proven experience leading service desk teams.
Analytical Thinking: Strong problem-solving and critical thinking skills for systems improvement.
Effective Communication: Excellence in verbal and written communication with diverse stakeholders.
Strategic Thinking: Ability to shape strategic direction and own customer service outcomes.
Continuous Improvement: Dedication to building a positive service culture and implementing process improvements.
Compliance: Thorough understanding of IT service-related legal and regulatory requirements.
This role requires a blend of technical expertise, leadership skills, and strategic vision to enhance service desk operations within the ITIL V4 framework.