IT service Desk Manager Job Description Template
Our company is looking for a IT service Desk Manager to join our team.
Responsibilities:
- Includes mentoring and coaching within the Forsters IT skills framework;
- Any other ad hoc projects as required;
- Builds strong working relationships with other teams to improve communication and performance across the firm;
- Works with project managers ensuring smooth transition from projects to business as usual, Engages with change management;
- Working with the Service Delivery Manager, engages stakeholders, handles complaints and issues; ensures resolutions and corrective actions;
- Actively promotes and ensures use of appropriate techniques, methodologies and tools;
- Maintain strong client relationships and resolving complex technical issues when required as an active member of the service desk – leading by example;
- Managing an efficient and embedded service team of 1st, 2nd and 3rd line support;
- Providing guidance, support and mentoring to the team to ensure they reach KPI’s;
- Ensuring all Service Level Agreements for clients are met and work continuously for improvement.
Requirements:
- Knowledge of legal based IT applications e.g. Rekoop, BigHand;
- Further professional qualifications (ITIL, Prince II, COBIT, TOGAF, ISO27001, ISO9001) desirable;
- Familiarity with risk management, audit and IT governance desirable;
- ITIL foundation essential.