Service Desk Director
3 days ago
Job Description:
The IT Operations Manager will be responsible for leading the Service Desk team and ensuring that all customer issues are resolved in a timely and professional manner. This includes managing customer relations, analyzing technical support activities, and ensuring that all processes used by the service desk are thoroughly documented.
About the Role:
This is an excellent opportunity for a seasoned IT professional to take on a leadership role and contribute to the success of ACEN Shared Services, Inc. The successful candidate will have a strong background in IT operations and experience in managing a service desk team.
Key Responsibilities:
- Lead the Service Desk team and ensure that all customer issues are resolved in a timely and professional manner.
- Manage customer relations and ensure that all issues are escalated to the appropriate personnel.
- Analyze technical support activities and make recommendations for more efficient and effective operation procedures.
- Develop and enforce IT service standards and procedures.
- Perform quality checks on updates to hardware and software inventory and asset tracking system.
- Involved in staff management, motivation, and development to improve performance, reduce attrition, and support career advancement.
- Monitor employee productivity and provide constructive feedback and coaching.
- Facilitate control.
- Effectively lead physical and virtual teams.
- Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- Assess customer feedback and use expertise to establish, improve, and refine services.
- Monitor IT finances and budgets.
Requirements:
- Graduate of BS Computer Science/Information Technology, Engineering (Computer/Telecommunication), or its equivalent
- ITIL V4 Foundation Certified
- At least 5 years of relevant experience
- Proficient in IT Ticketing System and Office 365 Productivity Suite
- Excellent customer service and organizational skills
- Amenable to travel to plant locations
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