行业：Computer / Information Technology
职位：IT-Hardware
部门：
人数：若干
性质：Full Time
性别：Male
婚姻：No marital status restrictions
学历：Open to all levels
经验：不限
年龄：18岁以上
待遇：面议
Service Desk Operations Manager
(Job Description – Skill, Responsibility and Strategic Responsibility)
The skills required to be an effective Service Desk Support Manager include:
· People-management and team building
· Strategic planning capability (direction-setting)
· Tactical planning capability (short term activities)
· Excellent communication and influencing
· An understanding of how IT and IT service management works
· A good understanding of the customer’s business and Service Levels
· The ability to question what is done and why in order to drive continual service improvement programs
· Coaching and Motivation
· The ability to lead by example
The Service Desk Support Manager’s routine responsibilities include:
· Achieve service delivery targets for customer service and support performance
· Staff welfare, development and training
· Staff scheduling, Availability and Time management
· Regularly documented feedback to staff on performance
· Service reporting and operational performance reviews
· Ensure that processes and procedures used by the service desk are documented, regularly audited and continually improved
· Liaise with the organization’s senior management for timely escalations and control
· Stakeholder management e.g. the team, other teams and customers
· Be aware of the financial management and the costs associated with running a service desk
The Service Desk Support Manager’s strategic responsibilities include to:
· Define and implement service desk strategy that supports the organization’s business strategy
· Understand the desired/expected role of the IT service desk in supporting the organization’s strategic plans
· Recognize the IT service desk activities required to support the organization’s strategic plans
· Communicate the relationship between the IT service desk and the strategic plans of the organization