Global Service Desk Manager

About the Job

The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require.

The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements.

They would also serve as the service-desk liaison to major business-impacting initiatives.

As Global Service Desk Manager, You Will

• Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements.
• Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations.
• Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations.
• Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents.
• Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout.
• Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team.
• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality.
• Owner of key measurements and service levels for Global Service Desk services.
• Responsible for ensuring all KPIs and metrics are measured and adhered to.
• Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed.
• Deep dive into processes to identify gaps and develop strategies for improvement.
• Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans.
• Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues.
• Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements.
• Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health.
• Review the team's performance regularly and provide necessary feedback and guidance for improvements.
• Plan, coordinate, and manage ad-hoc projects for the GSD team as needed.
• Act as a liaison between GSD and other IT and support departments.

As Global Service Desk Manager, You Need

• Full-time Technical Graduate or relevant post-secondary degree preferred.
• Must have 12+ years of experience in IT service management.
• 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk.
• Understand processes, delivery, and operations management.
• 7 + years of experience working in the Service Desk under various roles.
• Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies.
• ITIL certification is desired.
• Additional technical certifications are an asset.
• Must have good logical probing, understanding, and troubleshooting skills.
• Must have exceptional written and oral communication skills.
• Technical awareness with hands-on knowledge and experience on various technologies.
• Positive attitude towards solving customer problems.
• Ability to accurately prioritize tasks and accomplish them in a timely fashion.
• Ability to review various processes and procedures to keep them up to date at regular intervals.
• Self-motivated and able to work in a fast-paced environment with the ability to think and act independently.
• Strong analytical and problem-solving skills.
• Strong relationship-building skills, can network and work well with remote stakeholders.
• Excellent reporting and presentation skills.
• Superior attention to detail with an eye for accuracy.