IT Portfolio Manager

<p>Manager IT Service Desk Job Summary The Manager IT Service Desk is responsible for leading and managing the IT Service Desk team, ensuring efficient delivery of technical support services to end users. This role focuses on maintaining high levels of customer satisfaction, meeting service level agreements (SLAs), driving continuous service improvement, and coordinating incident and request management processes.</p> <b>Key Responsibilities</b> <ul> <li>Manage daily operations of the IT Service Desk team.</li> <li>Ensure timely resolution of incidents, service requests, and technical issues in accordance with SLAs.</li> <li>Monitor service desk performance metrics and prepare regular reports.</li> <li>Lead, coach, mentor, and develop service desk analysts and support staff.</li> <li>Manage incident, problem, and escalation processes to minimize business disruption.</li> <li>Coordinat...