Head of IT Services Section (Service Desk Manager) 

The Job

Job Title: Head of IT Services Section (Service Desk Manager) 

Location: Head of Quarter

Deadline: 28th Sep 2020

Job Purpose:

We are looking for a qualified Service desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Service desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

As Service Desk Manager, you will manage the desk day-to-day operations, coaching team members in understanding how to address various types of questions from users who are experiencing difficulties.

Your primary responsibility is customer service and fostering a customer focused approach within the team. Your team needs to be knowledgeable about service desk tools and software, building knowledgebase and you will be committed to delivering service improvement.

You will be responsible for staffing the service desk, for developing skills and for motivating team members to deliver high quality and consistent support services.

You will also act as incident manager with responsibility for ensuring there is a clearly defined process in place for handling customer incidents.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Job responsibilities

  • Manage daily operation of the service desk, ensure customer service is timely and accurate on a daily basis.
  • Monitor response times and user satisfaction levels
  • Issue technical bulletins to inform customers of problems and instruct them in taking necessary action
  • Monitor issue resolution and liaise with stakeholders
  • Improve techniques and practices for managing client queries, troubleshooting and incident prioritization and resolution.
  • Follow up with customers to identify areas of improvement and Consult with experts to ensure integrated actions plans.
  • Manage the help desk team and evaluate performance.
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards and SLA.
  • Establish best practices through the entire technical support process.
  • Managing IT services and tasks with strongly applying and using the Service Desk Management Tools.
  • Develop daily, weekly and monthly reports on help desk team’s productivity.
  • Provide customer feedback to the appropriate internal teams, like product developers, or product admin.

Relevant qualifications

  • BSc degree in Computer Science, Information Technology or relevant field.
  • ITIL Foundation, Service Operation, Operational Support and Analysis, Service Strategy, and Continual Service Improvement.

Requirements

  • Proven work experience as a Help desk manager for minimum of five years in equivalent environment.
  • Work experience in applying and managing IT services best practices by using IT SDM software.
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Customer-service oriented with a problem-solving attitude.
  • Excellent written and verbal communications skills.
  • Team management skills.
  • Hands on experience with help desk and remote-control software

Skills and Abilities:

Broad experience with supported software and hardware as well as organizational and people management skills to ensure that service level agreements are met and quality targets attained.

Key skills you will need include:

User Support

 

  • Manage the support process and be accountable for ensuring the operation meets agreed service levels
  • Plan resourcing of the service desk to meet defined service levels
  • Develop customer support policies, procedures and standards
  • Ensure rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services
  • Monitor solutions outcomes and customer satisfaction.

Service Delivery

  • Take action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions
  • Systematically analyze performance data and communicate findings to senior experts
  • Track reliability data against relevant service level agreements
  • Escalate potential service failures and security risks and recommend actions to improve service reliability.

Incident Management

  • Monitor incident records to ensure they include adequate information and that there is evidence of follow up
  • Work with IT line managers to ensure they are fulfilling their incident management procedures
  • Ensure that incidents are managed according to procedures
  • Chair Incident Management meetings.

Relationship Management

  • Establish and maintain positive business relationships with customers, suppliers and partners (internal or external) deploying and complying with organizational processes
  • Collate information and feedback to understand business needs and requirements
  • Address business needs and manage supply chain communications, showing empathy with stakeholders
  • Ensure that stakeholders concerns or complaints are addressed in accordance with organizational policy.

Best Practice Processes, Tools and Methods

  • Identify and lead introduction of relevant best practice processes, tools and models
  • Promote adoption of best practice processes, tools and models
  • Provide advice, coaching and technical support to embed use of best practice processes, tools and models
  • Evaluate effectiveness of best practice processes, tools and models in area of specialism.

Communication and Knowledge Sharing

 
  • Get messages understood by adopting a wide range of styles, tools and techniques
  • Share information, good practice and expertise with others
  • Use persuasive logic to win support or change views
  • Deliver difficult/unpopular messages with clarity and diplomacy
  • Listen actively and objectively without interrupting
  • Respond to and discuss issues without being defensive.

Staff Awareness and Development

  • Diagnose the development needs of individuals and teams, identifying skill needs and skill gaps
  • Review training and development options and selects appropriate methodology taking into account the individual, project and business requirements
  • Incorporate within routine work processes opportunities for skills development
  • Coach and/or mentor individuals and teams to address learning needs.

Leadership and Teamwork

  • Create a sense of common purpose and commitment
  • Foster a culture that encourages and recognizes effective customer service
  • Value and encourage input on how to achieve objectives
  • Provide constructive feedback, coach and support others to make the best of their abilities
  • Clearly agree what you expect of others and hold them to account.

Skill

You should be able to:

User Support

 
  • Manage the support process and be accountable for ensuring the operation meets agreed service levels
  • Plan resourcing of the service desk to meet defined service levels
  • Develop customer support policies, procedures and standards
  • Ensure rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services
  • Monitor solutions outcomes and customer satisfaction.

Service Delivery

  • Take action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions
  • Systematically analyze performance data and communicate findings to senior experts
  • Track reliability data against relevant service level agreements
  • Escalate potential service failures and security risks and recommend actions to improve service reliability.

Incident Management

  • Monitor incident records to ensure they include adequate information and that there is evidence of follow up
  • Work with IT line managers to ensure they are fulfilling their incident management procedures
  • Ensure that incidents are managed according to procedures
  • Chair Incident Management meetings.

Relationship Management

  • Establish and maintain positive business relationships with customers, suppliers and partners (internal or external) deploying and complying with organizational processes
  • Collate information and feedback to understand business needs and requirements
  • Address business needs and manage supply chain communications, showing empathy with stakeholders
  • Ensure that stakeholders concerns or complaints are addressed in accordance with organizational policy.

Best Practice Processes, Tools and Methods

  • Identify and lead introduction of relevant best practice processes, tools and models
  • Promote adoption of best practice processes, tools and models
  • Provide advice, coaching and technical support to embed use of best practice processes, tools and models
  • Evaluate effectiveness of best practice processes, tools and models in area of specialism.

Communication and Knowledge Sharing

 
  • Get messages understood by adopting a wide range of styles, tools and techniques
  • Share information, good practice and expertise with others
  • Use persuasive logic to win support or change views
  • Deliver difficult/unpopular messages with clarity and diplomacy
  • Listen actively and objectively without interrupting
  • Respond to and discuss issues without being defensive.

Staff Awareness and Development

  • Diagnose the development needs of individuals and teams, identifying skill needs and skill gaps
  • Review training and development options and selects appropriate methodology taking into account the individual, project and business requirements
  • Incorporate within routine work processes opportunities for skills development
  • Coach and/or mentor individuals and teams to address learning needs.

Leadership and Teamwork

  • Create a sense of common purpose and commitment
  • Foster a culture that encourages and recognizes effective customer service
  • Value and encourage input on how to achieve objectives
  • Provide constructive feedback, coach and support others to make the best of their abilities
  • Clearly agree what you expect of others and hold them to account.
How to Apply

Please click on the link to apply for the vacancy.

https://local-portal.yk-bank.com:446/ykb-hr/index.php/en/it-services-supervisor

  • Employer: YKB
  • Category: Computers/IT
  • Location: Sana'a
  • Posted on: 13 September 2020
  • Deadline: 28 September 2020

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