Manager, IT Service Desk
4 hours ago
We're looking for a seasoned IT professional to manage a team of IT Service Desk Analysts, oversee the handling of service desk incidents and requests, and ensure timely and effective resolution in accordance with established SLAs.
Key Responsibilities- Manage, mentor, and develop a team of IT Service Desk Analysts, including conducting regular performance reviews, providing coaching, and fostering a collaborative team environment.
- Oversee the handling of all service desk incidents and requests, ensuring timely and effective resolution in accordance with established SLAs.
- Analyze service desk metrics and trends to identify areas for improvement, and implement and refine processes and procedures to enhance efficiency and service quality.
- Ensure high levels of customer satisfaction by addressing and resolving service complaints, monitoring feedback, and implementing solutions to improve the overall user experience.
- Develop and deliver training programs for new and existing staff, keeping the team updated on the latest technologies, tools, and best practices in IT support.
- Prepare and present regular reports on service desk performance, including metrics such as incident resolution times, user satisfaction, and workload statistics.
- Liaise with third-party vendors and service providers to manage contracts and ensure compliance with service level agreements.
- Oversee the creation and maintenance of a knowledge base for frequently asked questions, common issues, and solutions.
- Contribute to IT projects and initiatives by providing insights on service desk requirements and participating in project planning and execution.
- At least ten years of experience in IT service desk operations, with a minimum of five years in a leadership or managerial role.
- A bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
- Proven experience with supporting technologies such as SharePoint, M365, Active Directory, ITSM, SDWAN, VPN, MS Teams & Genesys, InTune & Autopilot, Azure, etc.
- Medium to large enterprise experience with providing end-user support with computer hardware & software technologies to retail branches.
- Experience in IT Infrastructure & Operations support and in-depth knowledge of ITIL practices and IT service management.
- Proficient with service desk software and ticketing systems (e.g., ServiceNow, Zendesk).
- A strong leader with solid team management skills.
- Organized, a problem-solver, and have strong analytical skills, able to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Effective communication skills, both written and oral.
- Preferably, relevant IT certifications (e.g., ITIL v4 Foundation, CompTIA A+, Microsoft Certified: Azure Fundamentals).
Westland is a company that values growth, community, and equality. We strive to be a great place to work, where everyone has a voice and is free to be themselves. We're committed to continuous learning and professional development, and we offer a total rewards program that takes care of our employees' financial, physical, and mental health.
Why You'll Love Working Here- An open, flexible, and welcoming workplace.
- Plenty of opportunities to grow and learn.
- Autonomy to drive your own success.
- Part of an inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds.
- A total rewards program that takes care of your financial, physical, and mental health.
- Flexible paid Values Days to celebrate days important to you.
- Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients.
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