Service desk manager

For nearly 30 years, Kezber has established itself as a leader in IT solutions thanks to its expertise and human approach. As a service desk manager, you oversee both the operational management of the Service Desk and the supervision of your technicians. You ensure service quality, customer satisfaction, and the achievement of performance objectives.

Job Description

In this service desk manager role, under the supervision of the IT department, you will be responsible for:

Operations and Service Delivery

• Be responsible for the ticket dashboard and all support queues.

• Ensure that tickets are properly categorized, prioritized, assigned, and that they progress continuously.

• Monitor SLA compliance and take proactive action when tickets are at risk.

• Act as the first point of escalation for issues related to service delivery.

• Maintain c...