The Global Service Desk operates across multiple regions, providing a centralized point of contact for users and IT Service Management. Its primary functions include incident management, lifecycle management of service requests, and direct communication with users.

ROLE PURPOSE:

The role focuses on managing the Service Desk function to provide efficient first- and second-line technical support. This includes overseeing operations, maintaining high service standards, and ensuring customer satisfaction while driving performance and meeting service level agreements (SLAs).

KEY RELATIONSHIPS:

• Collaborates with IT Service Managers and regional support teams to ensure consistent service delivery.
• Engages with support analysts, team leaders, and technical teams to ensure seamless operations and exceptional customer service.
• Coordinates with technical delivery teams to support projects and ensure a smooth transition of applications into support.
• Works closely with other regional service desk managers.

ROLE AND RESPONSIBILITIES:

Service Support

• Manage resources effectively to meet service demands and maintain SLA adherence.
• Provide technical leadership and managerial oversight for operational staff.
• Ensure the Service Catalogue remains accurate and up-to-date.
• Monitor routine operations, analyze performance metrics, and take corrective actions as needed.

Service Delivery

• Ensure consistent and high-quality service delivery by aligning processes with ITIL best practices.
• Draft and maintain policies and procedures for incident and request management.
• Analyze incident reports and propose improvements to optimize resolution times.
• Promote the adoption of tools and methodologies to enhance service delivery.

People Management

• Train, mentor, and develop team members to enhance their technical and customer service capabilities.
• Oversee regular training programs and performance appraisals.
• Coordinate team resources to meet service demands effectively.

Risk Management

• Respond promptly to IT system compromises and mitigate potential impacts.
• Investigate security breaches and recommend improvements to control measures.
• Manage major incidents and lead post-incident reviews to identify improvement opportunities.

KEY REQUIREMENTS:

Competencies

• Proven experience managing a service desk team and meeting performance targets.
• Strong leadership skills with the ability to coach and inspire a team.
• Analytical mindset with the ability to solve problems and manage priorities effectively.
• Excellent communication skills, with the ability to convey technical concepts in business-friendly language.
• Strong commitment to delivering exceptional customer service.

Knowledge

• In-depth understanding of Service Desk operations, ITIL principles, and IT best practices.
• Familiarity with service-level agreements and key performance indicators.
• Knowledge of ITSM tools and call distribution systems.

Experience

• At least three years of experience managing a Service Desk function.
• Strong track record in data analysis and reporting.
• Experience in high-pressure, 24-hour support environments.

Qualifications

• A degree or equivalent experience is preferred.
• Relevant certifications, such as ITIL or service management qualifications, are advantageous.

NOTES OF INTEREST

• Flexibility to work outside regular office hours and participate in an on-call rotation.
• Occasional international travel may be required.
• Other duties may be assigned as needed to support overall IT service operations.