IT Service Desk Manager (Level 4) Job in
- Closeloop Technologies
- 3 to 10 Yrs
- Jaipur
- 3 months ago
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Job Description
- Job Summary: CloseLoop Technologies is looking for an experienced IT Service Desk Manager to lead our IT Service Desk team. The ideal candidate will have extensive experience in IT support and management, with a strong background in using tools such as Atlassian, Genesys, Monday, and Miro. Proficiency in English with accent neutralization and clear communication is essential. Key Responsibilities: Oversee Daily Operations: Manage the day-to-day activities of the IT Service Desk team, ensuring smooth operations and high levels of user satisfaction. Issue Resolution: Ensure timely and effective resolution of IT issues and service requests, maintaining SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). Policy and Procedure Development: Develop, implement, and continuously improve IT service desk policies, procedures, and best practices to ensure efficient service delivery and alignment with organizational goals. Performance Monitoring: Track and report on service desk performance metrics, identifying areas for improvement, ensuring adherence to SLAs, and driving continuous improvement initiatives. Team Management and Mentorship: Lead, manage, and mentor Level 1, Level 2, and Level 3 technicians, providing guidance, training, and support to ensure their professional development. Collaboration Across IT Teams: Collaborate with other IT departments (e.g., Systems, Network, Security) to streamline support processes, resolve complex issues, and improve service delivery. IT Projects and Initiatives: Lead and manage IT service desk-related projects, including process enhancements, technology upgrades, and system implementations. Incident and Escalation Management: Oversee the resolution of escalated issues, ensuring that complex technical problems are addressed in a timely and effective manner. Customer Satisfaction Management: Ensure a high level of customer satisfaction by addressing user concerns, gathering feedback, and implementing improvements based on user input. Vendor and Tool Management: Oversee the selection, management, and integration of service desk tools and technologies (e.g., Atlassian, Genesys, Monday, Miro), ensuring that they meet operational needs and enhance service delivery. Budget and Resource Management: Manage the service desk budget, including staffing, tools, and resources, ensuring optimal use of resources and cost-effectiveness. Documentation and Reporting: Maintain comprehensive documentation of service desk processes, procedures, and resolutions. Regularly provide reports on performance, incidents, and team activities to senior leadership. Compliance and Security: Ensure the service desk team adheres to company security policies and best practices, including data protection, incident handling, and user access management. Required Skills and Qualifications: Minimum of 10 years of experience in IT support, with at least 3 years in a managerial or leadership role overseeing IT service desk operations. Extensive experience with IT service desk tools such as Atlassian, Genesys, Monday, and Miro, with a strong understanding of how these tools enhance service delivery and team collaboration. Proven leadership and team management skills, with the ability to motivate, guide, and develop a team of IT professionals across multiple levels. Strong ability to manage escalated issues and provide advanced troubleshooting support when necessary. Demonstrated problem-solving and decision-making abilities, with the capacity to handle complex IT issues and make informed decisions under pressure. Excellent communication skills (both verbal and written), with a neutral accent and the ability to convey technical information clearly and effectively to both technical and non-technical stakeholders. Customer-focused approach with the ability to foster a culture of excellent service, ensuring end-user satisfaction and operational excellence. Experience managing SLAs, KPIs, and performance metrics to ensure service desk efficiency and continuous improvement. Project management skills, including experience leading IT initiatives and service desk-related projects from conception to completion. Ability to work independently as well as collaborate with cross-functional teams to achieve organizational goals. Educational Qualifications: Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent experience. Relevant certifications such as ITIL, PMP, CompTIA Network+, or similar certifications are highly desirable and will be considered a plus.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & Consulting
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: IT Service Desk Manager (Level 4) Job in
Contact Details:
Company: Closeloop TechnologiesLocation(s): Jaipur
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Keyskills: IT support Management Genesys Leadership Team Management Troubleshooting Communication Skills SLAs Project Management Monday Problemsolving
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Closeloop Technologies
Closeloop Technologies is a full-fledged software engineering team in Silicon Valley, California. We partner with multiple startups and major companies and produce custom software for them. Our clients range from venture-backed machine learning startups to a pizza startup. If you love startups, you ...
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