Technical Service Desk Manager

Requirements:

Proven track record as a Technical Service Desk Manager
Experience/understanding of ITIL methodology
BSc degree in Computer Science, Information Technology
Good knowledge of Word, Excel, Outlook and other office applications
Microsoft products and offerings e.g. O365 and Cloud strategy
Working knowledge of Visio for technical diagrams
Experience of working in complex, high pressured environments
Advanced knowledge of Windows Server and Active Directory
Advanced knowledge of Networking and IP addressing, Routing (Cisco, Dell SonicWALL, Switches)
ITIL certified and can understand continual service improvement (CSI)
KPAs:

Leading the technical support team to provide excellent customer service and resolve all technical issues
Establish goals and objectives for Service Desk Staff
Document and maintain the Standard Operating Procedures
Excellent communication and interaction to the other ITSM Process roles (understand ITIL)
Recruit, train and support help desk representatives and technicians
Oversee the incidents, problems, change and requests
Train, coach and mentor Service Desk Consultants and Technical support consultants
Maintain ticket updates with accurate notes on current status

Job ID : , #823, 19 views,

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