The Global Service Desk operates across multiple regions, providing a centralized point of contact for users and IT Service Management. Its primary functions include incident management, lifecycle management of service requests, and direct communication with users.
ROLE PURPOSE:
The role focuses on managing the Service Desk function to provide efficient first- and second-line technical support. This includes overseeing operations, maintaining high service standards, and ensuring customer satisfaction while driving performance and meeting service level agreements (SLAs).
KEY RELATIONSHIPS:
- Collaborates with IT Service Managers and regional support teams to ensure consistent service delivery.
- Engages with support analysts, team leaders, and technical teams to ensure seamless operations and exceptional customer service.
- Coordinates with technical delivery teams to support projects and ensure a smooth transition of applications into support.
- Works closely with other regional service desk managers.
ROLE AND RESPONSIBILITIES:
Service Support
- Manage resources effectively to meet service demands and maintain SLA adherence.
- Provide technical leadership and managerial oversight for operational staff.
- Ensure the Service Catalogue remains accurate and up-to-date.
- Monitor routine operations, analyze performance metrics, and take corrective actions as needed.
Service Delivery
- Ensure consistent and high-quality service delivery by aligning processes with ITIL best practices.
- Draft and maintain policies and procedures for incident and request management.
- Analyze incident reports and propose improvements to optimize resolution times.
- Promote the adoption of tools and methodologies to enhance service delivery.
People Management
- Train, mentor, and develop team members to enhance their technical and customer service capabilities.
- Oversee regular training programs and performance appraisals.
- Coordinate team resources to meet service demands effectively.
Risk Management
- Respond promptly to IT system compromises and mitigate potential impacts.
- Investigate security breaches and recommend improvements to control measures.
- Manage major incidents and lead post-incident reviews to identify improvement opportunities.
KEY REQUIREMENTS:
Competencies
- Proven experience managing a service desk team and meeting performance targets.
- Strong leadership skills with the ability to coach and inspire a team.
- Analytical mindset with the ability to solve problems and manage priorities effectively.
- Excellent communication skills, with the ability to convey technical concepts in business-friendly language.
- Strong commitment to delivering exceptional customer service.
Knowledge
- In-depth understanding of Service Desk operations, ITIL principles, and IT best practices.
- Familiarity with service-level agreements and key performance indicators.
- Knowledge of ITSM tools and call distribution systems.
Experience
- At least three years of experience managing a Service Desk function.
- Strong track record in data analysis and reporting.
- Experience in high-pressure, 24-hour support environments.
Qualifications
- A degree or equivalent experience is preferred.
- Relevant certifications, such as ITIL or service management qualifications, are advantageous.
NOTES OF INTEREST
- Flexibility to work outside regular office hours and participate in an on-call rotation.
- Occasional international travel may be required.
- Other duties may be assigned as needed to support overall IT service operations.