Service Desk Manager

Description

The IT Services Desk Supervisor is responsible for overseeing the daily operations of the IT Service Desk, ensuring high-quality technical support is delivered to end-users in a timely and efficient manner. S/he acts as the key liaison between the Service Desk team and other IT functions and plays a critical role in overseeing IT Service Management (ITSM) processes across Incident, Request Fulfillment, and Problem Management. The IT Services Desk Supervisor is accountable for the full incident lifecycle, drives proactive follow-up on aging tickets, and partners across teams to ensure service level commitments are achieved and exceeded. S/he will also leverage data analytics to identify trends, anticipate demands, and provide actionable insights into IT leadership.

Skills

Service desk, Help desk, service delivery, itil, Ticketing system, Management skills, Technical support, process improvement

Top Skills Details

Ser...