The IT Service Manager is responsible for overseeing IT Service Desk, ensuring seamless operations and the reliability of the organization’s IT infrastructure. This role is dedicated to delivering prompt, effective support to end-users while collaborating on key department initiatives to maintain and improve system performance. The IT Service Manager works closely with the IT Operations team and other departments to align IT services with strategic business goals, optimize processes, and ensure the delivery of consistent, high-quality IT support across the organization.
Description of Duties/Responsibilities:
- Lead and manage the IT Service Desk team, ensuring quick and efficient resolution of technical issues.
- Monitor and maintain performance metrics for service delivery, including ticket response times and issue resolution.
- Serve as the escalation point for complex issues and incidents that require higher-level intervention.
- Oversee the incident management process, ensuring swift resolution of service disruptions and identifying root causes for recurring issues.
- Collaborate with the IT Operations team to analyze persistent problems and develop long-term solutions.
- Continuously evaluate and enhance IT Service Desk processes to improve operational efficiency and service quality.
- Implement automation scripts and tools to streamline routine tasks and reduce the manual workload for the IT Service Desk team.
- Define, negotiate, and enforce Service Level Agreements (SLAs) with internal stakeholders to ensure IT services align with business requirements.
- Regularly assess SLA performance and adjust processes to consistently meet or exceed service expectations.
- Develop user guides, FAQs, and training materials to support end-users in navigating IT systems effectively.
- Manage relationships with external vendors, negotiating contracts for hardware, software, and service agreements.
- Ensure vendors meet their contractual obligations and deliver high-quality services.
- Ensure the IT Service Desk team is familiar with the company’s incident response and escalation procedures, and act as the coordinator for security-related incidents affecting end-user systems.
- Conduct routine security audits and reviews for IT service desk functions, ensuring compliance.
Preferred Qualifications (Education, Experience, Skills, etc.):
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in IT support and service management roles, with experience in system administration preferred.
- Experience with network and cloud infrastructure is a plus!
- Experience managing IT support teams and working within SLA frameworks
- Familiarity with ITIL principles and best practices.
- Strong communication skills, both written and verbal.
- Ability to work effectively in a fast-paced, dynamic environment
- Strong analytical skills with the ability to diagnose and resolve complex technical issues efficiently.
- Experience in process improvement and implementing automation to enhance operational efficiency.
