Service Desk Manager

Main Responsibilities

• Team Leadership & Management:

Lead, mentor, and develop a team of service desk professionals, ensuring they are well-equipped to handle IT support requests efficiently and professionally.

• Incident & Request Management:

Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).

• Service Delivery Optimization:

Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.

• Escalation & Issue Resolution:

Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complicated technical problems.

• Service Level Agreement (SLA) Management:

Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed-upon performance targets.

• Performance Monitoring & Reporting:

Track service desk performance metrics (e.g., ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement.

• User Training & Support

Provide training and resources to employees regarding IT systems and self-service tools to reduce the volume of service desk requests and empower end users to resolve basic issues independently.

• Collaboration with IT Teams:

Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long-term IT strategy.

• Problem Management & Root Cause Analysis:

Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions.

• Budget & Resource Management:

Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently.

• Customer Service Excellence:

Foster a customer-focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner.

Academic Knowledge

Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field.

Work Experience

• Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role.
• Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting.
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, JIRA, Remedy) and ticketing systems.

Skills / Specialized Know How

• Strong knowledge of IT infrastructure, desktop applications, operating systems (Windows, macOS, Linux), and common banking software and tools.
• Understanding of network protocols, security standards, and troubleshooting methodologies.
• Knowledge of remote desktop support tools and enterprise-level ticketing systems.