Service Desk & Support Manager

Manage service desk team members and understand overall service desk objectives, as well as the role and function of each team member. Manage the dispatch process of service requests to ensure full utilization of resources. Manage the team's development by ensuring that daily tasks and activities align with their career interests. Assist the service desk team in design and development tasks. Improve usage of Support resources and increase the productivity of the team. Conduct performance evaluations and mentor those with less experience. Develop training programs to develop and refine the skills of the service desk team. Facilitate regular service desk team meetings and service board reviews. Document internal processes and procedures related to duties and responsibilities. Communicate with all parties in a constructive manner to guarantee customer expectations are met. Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary. Perform customer follow-up to verify final resolution and determine satisfaction level. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients. Identify areas for improvement and make constructive suggestions for change. Continually seek opportunities to increase customer satisfaction. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. Develop in-depth knowledge of the service catalog and how it relates to customer's needs. Benefits We do not unfairly discriminate on any ground, including race, caste, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law. Competitive Salary Better Growth Work-Life Balance .