Overview
Role: Service Desk Manager for 24x7 Operations. A Service Desk Manager overseeing 24x7 operations is responsible for ensuring robust IT support is available at all times, across all shifts, with a focus on operational continuity, service excellence, and proactive improvement.
Responsibilities
* Operational Oversight: Lead and manage all aspects of a service desk that operates 24 hours per day, 7 days a week, ensuring consistent coverage, shift handover efficiency, and robust incident response.
* Monitor daily workflows, KPIs, and SLA adherence for the entire support schedule, minimizing service disruptions and optimizing resource allocation.
* Ensure all processes—incident, request, change, escalation—are followed across all shifts, and that performance benchmarks are achieved.
* Team Management & Leadership: Mentor, train, and develop technical support staff on all shifts; manage shift team leaders and promote high standards of customer service.
* Conduct regular performance reviews, provide feedback, and drive a collaborative work environment.
* Recruit and onboard new staff, ensuring teams are adequately staffed for 24x7 coverage.
* Service Delivery & Improvement: Oversee incident management, including major incident handling, and facilitate quick resolutions with minimum user impact.
* Promote ITIL and industry best practices, regularly review service desk workflows, and initiate strategic improvements including automation, self-service, and AI-driven solutions.
* Drive continuous service improvement for all business-critical supporting services, ensuring seamless operations 24x7x365.
* Customer Service Excellence: Instil a customer-focused ethos, ensuring high levels of customer satisfaction are maintained for all users at all times.
* Serve as the escalation point for unresolved or high-priority issues, complaints, and incidents.
* Stakeholder Communication & Reporting: Build relationships with internal and external stakeholders, regularly updating them about service desk performance and major incidents.
* Track, analyze, and report on service desk metrics, trends, and improvement initiatives for senior management.
* Resource & Budget Management: Plan, allocate, and optimize resources (human and technical) to meet round-the-clock operational demands efficiently.
* Manage service desk budget, negotiate contracts, and ensure cost-effective use of service tools and technologies.
* Compliance & Risk Management: Ensure all 24x7 operations comply with company policies, industry standards, and regulatory requirements.
* Manage risk, including data privacy, access controls, and disaster recovery readiness for all support operations.
Key Skills & Qualifications
* Proven experience managing IT service desks with 24x7 operations in a complex, multi-site or global environment.
* Demonstrated ability in shift and resource planning, performance management, and process improvement for round-the-clock support.
* In-depth knowledge of service desk management tools (eg, ServiceNow), ITIL frameworks, and best practices; ITIL certification preferred.
* Excellent leadership, communication, and conflict resolution abilities.
* Strong analytical and reporting skills for monitoring ongoing performance.
* Ability to adapt to dynamic environments and evolving technologies.
* Experience with automation, AI, and digital transformation initiatives in IT support.
* Bachelor's degree in a related discipline or equivalent experience, with relevant technical certifications preferred.
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