Service Desk Manager

الوصف الوظيفي
The Service Desk Manager’s role is to oversee all Service Desk staff activities and to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions and the fulfillment of the standard service requests. Main duties:
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
Prepare budget proposals and operational expenditure statements.
Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
Coordinate with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Ensure appropriate training initiatives for new and existing staff.
Oversee Service Desk technology deployment, installation, configuration tasks activities.
Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Develop and enforce request handling and escalation policies and procedures.
Track and analyze trends in Service Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides and FAQs for end users.
Attend as required training seminars, conferences and trade shows to broaden knowledge of current and future ITSM-based Service Desk issues and technologies.
Oversee the development, implementation and administration of Service Desk staff training procedures and policies.
Train, coach and mentor Service Desk Technicians and other junior staff.
Manage the overall desk activities and staff.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Attend Change Management and Steering Committee meetings as requested.
Monitor incident trends and anticipate potential problems for proactive resolution.
Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications.
Ensuring a high level of technical knowledge within Customer Service team members as evidenced through turnaround time of issues and ability of team members independently.
Ensuring maximum customer satisfaction for both internal and external customers.
Ensuring that regular audits of communications are preformed and that appropriate training is provided to team members in this area.
Developing and maintaining customer satisfaction measurement metrics
Managing and taking ownership of the Service Desk Information System, including the ticketing system.
المهارات
Required Competencies
Excellent written and oral communication skills.
Proactive and solutions driven.
Extensive infrastructure and application support experience using ServiceNow or other ticketing and incident management systems.
Extensive knowledge and support experience with common productivity applications.
Extensive knowledge of computer hardware, including PCs, phone and network equipment.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems, including Windows 7 and Windows Server.
Familiarity and practical application of advanced principles of ITIL/ITSM.
Proven track record of developing and providing SLAs and Service Desk deliverables.
Demonstrated progressive experience in the management of a technical support team.
Excellent organizational skills with the ability to work calmly under pressure, multitask and priorities.
Excellent interpersonal skills and the ability to work both independently and as part of a team
Flexible and helpful attitude. In particular, the ability to empathize with IS Service Desk customers and respond sensitively to their problems, requests and complaints.
Excellent written and verbal communication skills including the ability to explain technical information clearly
Excellent trouble-shooting skills with a broad range of technical knowledge
Excellent people management skills.
The ability to lead and motivate a highly productive Service Desk team in a pressurized environment.
List of KPIs used for role performance evaluation.
% increase of repeated Incidents, with known resolution methods
% increase of Incidents resolved remotely by the Service Desk (i.e. without carrying out work at user’s location)
% decrease of incident escalations to levels 2 or 3 support
% decrease of incidents categorization change at closure time
Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
Average time for resolving an incident grouped into categories
Average time for resolving an incident grouped into categories.
Rate of incidents resolved during solution times agreed in SLA grouped into categories.
تفاصيل الوظيفة
منطقة الوظيفة الدمام, المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 7
منطقة الإقامة المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي
العمر الحد الأقصى: 45

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/saudi-arabia/jobs/service-desk-manager-4130355/