Service Desk Manager

hace 2 semanas


Tlaquepaque, México TATA CONSULTANCY SERVICES A tiempo completo

**Responsibilities**:

- Manage and lead a team of service desk technicians, providing guidance, coaching, and performance feedback.
- Develop and implement service desk policies, procedures, and workflows to ensure effective and efficient incident management and service request fulfillment.
- Monitor service desk performance, including ticket response and resolution times, customer satisfaction ratings, and adherence to service level agreements (SLAs).
- Coordinate with other IT teams and departments to resolve complex technical issues and escalations.
- Identify areas for service desk process improvements and implement best practices to enhance service quality and efficiency.
- Develop and maintain service desk metrics and reports to track team performance and identify trends or recurring issues.
- Ensure compliance with security and privacy policies and regulations in handling and resolving customer requests.
- Foster a customer-focused culture within the service desk team, emphasizing professionalism, empathy, and responsiveness.
- Conduct regular training sessions for service desk staff to enhance technical knowledge and customer service skills.
- Stay up-to-date with industry trends and advancements in service desk management, ITIL practices, and relevant technologies.

**Requirements**:

- Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).
- Minimum of X years of experience in IT service desk management, preferably in a leadership role.
- Strong knowledge of IT service management frameworks and practices, such as ITIL.
- Proven experience in managing a team of service desk technicians, including performance management and coaching.
- Excellent problem-solving and decision-making abilities, with a focus on providing effective and timely solutions.
- Exceptional communication and interpersonal skills, with the ability to collaborate with various stakeholders, both technical and non-technical.
- Solid understanding of incident management, service request fulfillment, and change management processes.
- Familiarity with service desk ticketing systems and related tools.
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
- ITIL certification (preferred).

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Salario: $50,000.00 - $60,000.00 al mes

Horario:

- Diurno
- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Seguro de gastos médicos mayores
- Vales de despensa

Puede trasladarse/mudarse:

- 45607, Tlaquepaque, Jal.: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Deseable)

Educación:

- Licenciatura terminada (Deseable)

Experiência:

- Service Desk: 5 años (Deseable)

Idioma:

- Inglés (Deseable)

Licencia/Certificación:

- ITIL Foundation (Deseable)

Lugar de trabajo: remoto híbrido en 45607, Tlaquepaque, Jal.

Fecha límite para postularse: 04/07/2023
Fecha de inicio prevista: 01/08/2023


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