Service Desk Manager

**Business Overview**

Trew Knowledge is a fast-paced and rapidly growing digital marketing agency focused on delivering world-class, innovative solutions for some of the world’s largest Brands. We specialize in website design duild solutions, web development, WordPress, digital strategy, prototyping, User Experience (UX), User Interface (UI) design, and web maintenance support.

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**Job Purpose**

The Service Desk Manager is accountable for managing the daily operation of the service desk to ensure clients and users receive the support they require to effectively manage their enterprise web business. As the primary point of contact for clients, the service desk plays a critical role in forming client’s perception of Trew Knowledge (TK) and its capabilities. The role works in close partnership with development team members to rapidly resolve technology issues and ensure tickets are addressed in a timely and efficient manner.

**Key Accountabilities**
- Deliver exceptional front-line support to ensure TK clients experience mínimal disruption to their business and receive courteous and consistent service as per their expectations.
- Manage daily service desk operations including rapid fulfillment of client assistance requests, effective incident and problem management, consistent and reliable technical support and services.
- Monitor, assess and escalate tickets to appropriate team/SME/resources to effectively manage ticket volume and drive activities to quick and timely resolution of issues.
- Support development team with implementation and transition activities including on-boarding of new clients and other initiatives impacting the service desk.
- Support development of new and/or improved business solutions by sharing recurring client concerns, performing in-depth analysis/research of technical issues, and proactively identifying potential issues.
- Ensure services are meeting the pre-defined service level agreements (SLA) targets to ensure timely resolution of client issue and ensure client/stakeholder satisfaction.
- Provide technical documentation on all service desk tickets, including ticket information, related troubleshooting activities, and final resolution.
- Partner with Senior Management team to analyze and understand business and client requirements, to determine technology service and support requirements.
- Identify continuous improvement opportunities for Service Desk support services in order to drive and improve efficiency metrics.
- Work in close partnership with team members to support the implementation of new or changed business solutions and meet project timelines.
- Build a cohesive team by coaching and developing a team who understand the strategic direction of the service desk and Trew Knowledge.
- Build and develop requirements for service desk ticket requests and assist in refining test criteria.
- Monitor and report on the performance indicators of the service desk and assist in process refinement.

**Cross-Functional Relationships**
- Works in close collaboration with the Senior Management Team (SMT) to understand client projects, support development/transition activities and discuss service desk requirements.
- Partners with team members when developing processes used by the service desk and discussing continuous improvement opportunities.
- Collaborates with clients, end-users and other stakeholders when resolving technical issues and delivering service desk services and support.

**Knowledge and Skills**
- Bachelor’s or Technical Degree in Information Systems or related discipline with a minimum of 5+ years of professional or technical experience in Information Technology and a knowledge of all aspects of service desk management.
- Hands-on experience with a wide variety of computer software and hardware knowledge including security systems, data/file protection protocols.
- Solid knowledge and experience in Technology incident management, problem management, technical troubleshooting, and technology service improvement.
- Self-motivated individual with strong sense of urgency and a drive and energy to manage multiple projects simultaneously.
- Strong time management and ability to adapt to a fast-paced, deadline-oriented work environment while maintaining a positive attitude.
- An advocate of exceptional client service and experience with strong communication, interpersonal and relationship management skills and an ability to effectively work with stakeholders.
- A proven ability to balance and plan the short-term and long-term goals and direction of the Service Desk team.

**Working Conditions**
- The role operates within a dynamic office environment. On occasion, there may be a requirement to work beyond normal working hours in order to meet project deadlines and/or client deliverables and includes Overtime.
- Remote Work from Home (WFH) option available.
- Working within a Global environment means sometimes time zones