Opportunity Description
Core Responsibilities of a Service Desk Manager
1. Team Leadership & People Management
- Supervision and Mentoring: Guide, train, and coach service desk analysts; conduct performance reviews.
- Workload Balancing: Manage call/chat/ticket queues, redistribute tasks to maintain optimal response times.
- Culture Building: Foster a customer-focused, proactive support environment.
- Performance Tracking: Monitor KPIs and conduct appraisals.
- Resource Scheduling: Plan shift rotas for coverage, including out-of-hours support.
- Compliance: Ensure daily adherence to organizational and security standards. [RE: TOS- O...er Marcelo | Outlook]
2. Service Delivery & Operations
- Escalation Point: Act as the first contact for complex or high-prio...