Job Description
ROLE PURPOSE:
The IT Service Desk Manager is responsible for overseeing and managing the operations of ASMO’s IT service desk or help desk. The IT Service Desk Manager will ensure that end users receive efficient and effective technical support, troubleshooting assistance, and incident resolution. This position will help establish service desk processes, procedures, and standards, and oversee a team of analysts and specialists for technical support, workplace solutions, IT solutions support, and business solutions support.
KEY RESPONSIBILITIES/ ACCOUNTABILITIES:
▪ Oversee the handling of IT incidents and service requests reported by end users across ASMO; ensure that incidents and requests are appropriately logged, categorized, prioritized, and assigned to the service desk team members for resolution.
▪ Establish and maintain service desk metrics and performance indicators to measure the efficiency and effectiveness of service desk operations; analyze performance data, generate reports, and present findings to the Infrastructure & Service Operations Director and use these metrics to identify areas for improvement, drive process enhancements, and optimize service desk performance.
▪ Manage incident escalation procedures to ensure that complex or critical incidents are appropriately escalated to the appropriate support teams or management at ASMO.
▪ Evaluate, implement, and manage service desk tools, software, and technologies to enhance service desk operations, including ticketing systems, knowledge bases, remote support tools, chatbots, or self-service portals; ensure that service desk staff are trained on the proper use of these tools and promote their effective utilization.
▪ Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
KNOWLEDGE & EXPERIENCE:
▪ Bachelor’s degree in computer science, information technology, or equivalent from a recognized and accredited university is required
▪ Master’s degree in computer science, information technology, or equivalent from a recognized and accredited university is preferred
▪ ITIL Foundation Certification, or any other relevant certification preferred
▪ Demonstrated proficiency in oral and written English
▪ 9 years’ experience in the same Field, out of which 3 years at a supervisory position or similar level
▪ IT Operations ▪ IT Service Management Skills
Deadline is one month from posting.