Manager - Service Desk

Department : Technology & Digital

Reports to : General Manager - Technology & Digital

Role Introduction

The role of the Manager Service Desk is to oversee the day-to-day operations of the IT department and lead the IT Service Desk. The Manager Service Desk will be responsible for ensuring the stability and reliability of IT systems, networks, and infrastructure, while also providing high-quality technical support and customer service to end-users. This role requires strong leadership and team management skills, along with a solid technical background and experience in IT operations management.

Key Responsibilities

• Oversee the day-to-day operations of the IT department, ensuring the stability and reliability of IT systems, networks, and infrastructure.
• Develop and implement IT policies, procedures, and best practices to optimize operational efficiency and security.
• Monitor and maintain IT systems to ensure high availability and performance, proactively identifying and resolving any issues or bottlenecks.
• Collaborate with other departments to understand their technology needs and provide effective IT solutions.
• Manage and provide leadership to the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service.
• Develop and enforce service level agreements (SLAs) for incident response, problem resolution, and request fulfilment.
• Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary changes.
• Foster a customer-centric culture within the IT Service Desk team, promoting a positive and responsive approach to end-user support.
• Recruit, train, develop, and mentor IT staff, fostering a high-performing and collaborative team environment.
• Set performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
• Promote professional growth and development opportunities for the IT team, ensuring their skills align with current and future business needs.
• Encourage knowledge sharing and collaboration among team members, driving continuous improvement and innovation.
• Contribute to the development and execution of the IT strategy, aligning IT initiatives with business objectives.
• Lead IT projects, from planning to implementation, ensuring successful delivery within defined timelines and budgets.
• Evaluate emerging technologies and recommend solutions that enhance productivity, efficiency, and security.
• Collaborate with stakeholders to prioritize IT projects and allocate resources effectively.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven 8 to 10 years experience in managing IT operations and leading a service desk team.
• Strong technical knowledge and hands-on experience with IT infrastructure, networks, systems, and security.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL, and experience in implementing IT service desk best practices.
• Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Strong problem-solving and decision-making abilities, with a proactive and results-oriented mindset.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Project management experience, with the ability to manage multiple projects simultaneously.
• Industry certifications (e.g., ITIL, PMP, CISSP) are a plus.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications unsuccessful.