SERVICE DESK MANAGER

Leadership And Team Management

Lead, mentor, and develop a team of IT professionals, including support specialists and infrastructure engineers.

Conduct regular performance reviews and provide feedback to ensure team members meet their objectives and career development goals.

Foster a collaborative and positive team environment, encouraging professional growth and continuous learning.

End User Support Management

Oversee the day-to-day operations of the end user support team, ensuring prompt and effective resolution of technical issues.

Implement and maintain IT support processes, procedures, and best practices to improve service quality and user satisfaction.

Analyze support metrics and feedback to identify trends, address recurring issues, and drive improvements.

IT Infrastructure Oversight

Manage the planning, implementation, and maintenance of IT infrastructure, including servers, networks, and data centers.

Ensure the stability, security, and performance of IT systems through proactive monitoring and maintenance.

Collaborate with vendors and service providers to ensure timely and cost-effective delivery of IT solutions and support.

Strategic Planning And Improvement

Develop and execute IT strategies and initiatives that align with the company’s goals and objectives.

Identify opportunities for process optimization and automation to enhance efficiency and reduce operational costs.

Stay current with industry trends and emerging technologies to recommend and implement innovative solutions.

Project Management

Lead and manage IT projects from inception to completion, ensuring they are delivered on time, within scope, and on budget.

Coordinate with cross-functional teams to ensure successful project execution and integration with existing systems. Compliance and Security:

Ensure adherence to IT policies, procedures, and compliance requirements, including data protection and cybersecurity standards.

Conduct regular audits and risk assessments to identify and address potential security vulnerabilities.

EXPERIENCE : 10-12 YEARS MINIMUM

Skills: ticketing,it infrastructure oversight,mentoring,service level management,remote desktop,service desk management,compliance and security,data protection,strategic planning,technical issue resolution,service delivery,change management,team management,end user support,performance review,process improvement,it infrastructure,it policies,leadership,risk assessment,project management,end user support management,service level agreement management,performance reviews,it infrastructure management,it strategy,security,feedback,compliance,process optimization,it support processes,cybersecurity,security management,vendor management