As a member of the End Users Systems support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and/or simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.
This role is an excellent opportunity for someone who is passionate about:
- Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
- Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
- Omni-channel experience-Providing seamless support across multiple communication channels.
- AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
- Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
- Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
- Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.
Key Responsibilities:
- Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
- Monitor and evaluate team performance, providing feedback and coaching for improvement.
- Analyzes regular performance reports and take actions to ensure desired behaviors from team members
- Ensure service level targets are met and address all service-level complaints.
- Build strong relationships with leaders and stakeholders to command their attention.
- Develops training and performance improvement plans for team members
- Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
- Identify gaps and areas of poor performance and provide recommendations for automation and simplification
- Apply creative thinking to drive automation goals and align with technology strategy
- Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
- Support the adoption of new technologies and tools.
- Provide subject matter expertise and manage external and internal collaboration projects
- Position may be required to work various time zones, in support of 24x7x365 support requirements.
