Service Desk Manager

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Job Details

Job Details

As an IT Help Desk Manager, you will play a key role in ensuring that our operations run smoothly by providing top-notch IT support and solutions. You will be responsible for managing our global IT service desk, ensuring that technical issues are resolved promptly and efficiently. This is a hands-on management role, where you will be expected to troubleshoot and resolve issues directly, as well as oversee the work of your team.

Responsibilities

• Manage and oversee the IT service desk, ensuring that all technical issues are resolved in a timely and efficient manner.
• Develop and implement strategic plans for the IT service desk to improve efficiency and user experience.
• Manage the ticketing system, ensuring that all tickets are tracked and resolved effectively.
• Provide global support for our manufacturing operations, liaising with offshore teams as needed.
• Troubleshoot and resolve technical issues directly, including network troubleshooting.
• Ensure that all IT changes are managed effectively, minimizing disruption to the business.
• Maintain a high level of proficiency with Microsoft Office, SAP ECC, and SAP E4, and ensure that all team members are similarly proficient.
• Manage the user experience, ensuring that all IT systems and processes are user-friendly and efficient.
• Adhere to and promote ITIL best practices within the team.
  

Qualifications

• Minimum of 7 years of experience as a help desk manager or similar role in the IT industry.
• Proven experience with IT service desk management, strategic planning, ticketing systems, and global support.
• Strong technical skills, including network troubleshooting and hands-on management.
• Experience with user experience management.
• Proficiency with Microsoft Office, SAP ECC, and SAP E4.
• Knowledge of ITIL and IT change management best practices.
• Experience with offshore management.
• Excellent problem-solving skills and the ability to think strategically.
• Strong communication and leadership skills, with the ability to manage a team effectively.
• Bachelor’s degree in IT or related field is preferred.