Manager

• Supervise and develop service desk technicians, fostering a culture of accountability, collaboration, and continuous learning.
• Conduct regular one-on-ones, team meetings, and performance reviews to set goals and identify development opportunities.
• Provide ongoing coaching and mentorship to improve both technical and soft skills.
• Manage staffing schedules, workload balance, and coverage planning.
• Oversee daily service desk operations ensuring timely resolution of incidents and requests according to defined SLAs.
• Monitor and manage ticket queues, escalation paths, and communication with end users.
• Analyze service desk metrics to identify trends, recurring issues, and opportunities for process improvement.
• Maintain a strong customer service culture focused on responsiveness, quality, and professionalism.
• Collaborate with various IT teams for collaboration, escalations, and complex issues.
• Develop and refine SOPs, escalation workflows, and knowledge base documentation to improve efficiency and consistency.
• Implement best practices aligned with ITIL or similar ITSM frameworks.
• Continuously review service delivery processes to enhance user satisfaction and operational excellence.
• Ensure proper use and maintenance of ITSM tool, TeamDynamix, for incident, request, and asset management.
• Work with Service Delivery colleagues to help support endpoint management, imaging, patching, and user onboarding/offboarding processes.
• Coordinate with infrastructure teams on network, server, and application support escalations.
• Assist in evaluating and implementing new technologies that improve IT support operations.
• Develop and present performance dashboards and service metrics (FCR, SLA compliance, CSAT, backlog, etc.) to IT leadership.
• Participate in strategic IT planning, budgeting, and capacity forecasting.

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