Service Desk Manager at Maurice Xandra Solutions

A client in the technology industry is seeking to hire a Service Desk Manager that will ensure successful resolution of technical issues related to computer applications, manage electronic systems and devices, interact with vendors customers and other departmental managers. 

Responsibilities

• Acting as an escalation point where difficult or controversial calls are received
• Assisting Analysts in providing first-line support when workloads are high, or where additional experience is required.
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
• Producing statistics and management reports
• Arranging staff training and awareness sessions
• Representing the Service Desk at meetings
• Liaising with senior management
• Liaising with change management
• Undertaking HR activities as needed

Requirements

• A bachelor's degree in Computer Engineering, Electrical Electronics Engineering or other related fields
• Knowledge of management skills and customer service
• At least 5 years of customer support, service management experience, part of which must be as a Service Desk Team Lead
• Strong knowledge of Network Monitoring Software such as Solarwind.
• Experience in the use of software applications including Microsoft Dynamics CRM
• Strong technical understanding of network topology and infrastructure