- Effectively manage, develop, and train the service desk team achieve service excellence.
- Establish clear objectives, provide regular feedback, and conduct performance reviews of the TLs, SMEs.
- Drive the team to meet all defined Metrices for calls and tickets.
- Identify automation possibilities within existing BAU tasks and lead to completion.
- Report to leadership on daily/ weekly / monthly stats as guidelined
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
- Coordinate IT Service Desk training and development programs
- Performance monitoring setting KRAs, KPIS for all roles directly reporting to him / her
- Provide assistance to build, review and maintain Standard Operating Procedures, IT / Application Manuals, Support Manuals, Checklists, Compliance (e.g. SLA) dashboards and all other Management Information packs as required
- Review shift staffing to understand team workload, their skills and how much capacity the service desk has for the day/week.
- Review metrics and reports to adjust staffing and workflows as needed to optimize service-desk performance.
- Foster a positive and productive team culture
- Be and advocate of customer satisfaction and critically review any negative feedback or concerns that customers have raised as a part of the post-ticket satisfaction survey.
- Analyse data to identify areas for improvement and implement proactive measures. Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.
- Adhere to IT security policies and practices. Monitor and address security-related concerns and access control.
- Manage internal and external audit reports related to IT service desk activities and processes
- Ensure 24/7 team availability to actively support
Any other responsibilities assigned to him / her by IT management team as required.
