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Manager, Service Desk
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Full-time
- REPORTS TO: SVP, Technology & Cyber Security Services
- Provide leadership, guidance, and mentorship to the Service Desk team, fostering a culture of accountability, collaboration, and continuous learning.
- Oversee the day-to-day operations of the Service Desk, including incident management, request fulfillment, and problem resolution, ensuring adherence to established policies and procedures.
- Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.
- Implement and maintain IT service management best practices, frameworks, and standards to enhance service delivery and customer satisfaction.
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