Manager – IT Service Desk

Manager – IT Service Desk

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience preferred.
• Proven experience in managing an IT Service Desk, preferably within a multinational organization, demonstrating strong leadership and management skills.
• Experience with ITSM tools, preferably ServiceNow and ITIL, within a global enterprise, with a focus on Incident, Request, and Change management.
• Proficiency in working across a cross-platform environment (Mac & PC), with excellent knowledge of the Microsoft stack, including Active Directory (AD), Intune, Microsoft 365 (M365), and JAMF.
• Excellent written and oral communication skills in English, with the ability to effectively convey technical information to non-technical stakeholders.
• Ability to lead and motivate a team, fostering a positive and productive work environment, and promoting collaboration and teamwork
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
• Excellent customer service and problem-solving, analytical, presentation and interpersonal skills and the ability to interact and communicate effectively with Senior Executive to CxO-level.
• Ability to effectively prioritize and execute tasks in a high-pressure environment, managing multiple competing priorities.
• Good knowledge of applicable software licensing terms, license models, and enterprise maintenance and support contracts.
• Experience working with service providers in an international context, demonstrating cultural awareness and adaptability.

Responsibilities

• Lead and manage the IT Service Desk team in the NA region, ensuring efficient and effective support for all IT-related issues, while fostering a collaborative and high-performance work environment.
• Drive continuous improvement initiatives to enhance customer satisfaction and service delivery, leveraging data-driven insights and feedback to implement best practices.
• Oversee workflow management in ServiceNow, ensuring that all incidents, requests, and changes are handled promptly and accurately, and optimizing the use of the platforms to improve efficiency.
• Ensure a formal induction and training process for new starters, and provide ongoing training and documentation for existing employees to maintain high standards of service.
• Monitor, analyze, develop and implement strategies to improve service desk processes, and performance metrics, implementing corrective actions as needed to achieve continuous improvement.
• Ensure compliance with ITIL best practices and company policies and promote adherence to these standards across the team.
• Manage the IT Service Desk Team members, including their career development, performance reviews and ensuring they work efficiently and effectively to meet organizational goals.
• Act as the point of escalation for major incidents, ensuring coordination of resolving parties, effective communication to end users, and management of expectations.
• Ensure all Service Level Agreements (SLAs) are adhered to and high service levels are maintained, consistently meeting agreed Key Performance Indicators (KPIs).
• Work with the Asset Manager to maintain hardware standards, validated product lists, and support contracts within the Configuration Management Database (CMDB).
• Identify opportunities to fully utilize unused or partially used IT hardware and software assets, maximizing the value of existing resources.
• Collaborate closely with peers within the IT organization to ensure alignment and effective support across all IT functions.
• Provide regular reports and updates to senior management on service desk performance and customer satisfaction, highlighting key achievements and areas for improvement.
• Identify best practices and conduct periodic reviews of departmental processes, ensuring efficiencies are identified and implemented in response to changing business needs.
• Ensure the effective delivery of quality IT solutions, delivered on time, within budget, and in line with business requirements.
• Ensure appropriate support models are in place for all IT solutions, providing reliable and consistent support to end users.
• Ensure effective communication within the team and with the wider business, fostering a culture of transparency and collaboration.
• Collaborate with IT business partners, peers, and stakeholders to understand their needs and provide tailored support solutions, escalating and communicating issues to senior IT leadership as necessary.
• Serve as a subject matter expert to internal stakeholders on IT service-related matters across the North American region, providing guidance and expertise.
• Maintain and develop company processes and procedures within the Chief Technology and Information Office (CTIO), ensuring they are up-to-date and effective.
• Analyze specifications, proposals, and other documentation to prepare, review, and comment on time, cost, and labor estimates for projects, ensuring accuracy and feasibility.
• Understand and handle competing priorities in a fast-paced environment, effectively managing time and resources.
• Develop and maintain relationships with subcontractors, partners, and vendors, with an effective understanding of budget management, including both operational and capital expenditures (OPEX and CAPEX).
• Perform additional duties as assigned by management, demonstrating flexibility and adaptability in response to changing business needs.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience preferred.