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SERVICE DESK MANAGER
| Withheld |
|
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| Colombo - Western - Sri Lanka | ||
| Information Technology & Networking | ||
| Help Desk & IT Support | ||
| Negotiable | ||
| Permanent | ||
| Not Specified | ||
| 4-5+ Years Industry Experience |
Expert knowledge on Microsoft server technologies (Windows server 2003, 2008, 2012, SBS server, Exchange, ISA, TMG, SharePoint etc.)
THE ROLE
To provide supervision and manage a team of IT service desk engineer to enable effective service delivery and resolution of customer service requests meeting agreed SLA's to a global customer base. The IT service desk operates as a single point of contact for IT issues and can manage a high volume of enquiries. The candidate must be highly motivated, customer focused and technically savvy individual with ITIL, PMP qualifications.
DUTIES AND RESPONSIBILITIES..............................................................
- Manage and inspire the service desk team liaising with UK team members
- Monitoring and reporting service desk performance (Daily, Weekly, Monthly)
- Effective project management
- Central ownership of issues and service requests. Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for tracking and progress chasing of incidents to conclusion and ensure
- agreed targets and service levels are met
- Customer incident and escalation management
- Responsible for team's adherence to established processes and working practices; ensure continuous process improvement by liaising with IT operations manager.
- Service desk knowledge management and staff development
- Improve efficiency and effectiveness of the technical support team activity by analyzing and proposing recommendations
- Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until a permanent is found
- Point of contact for technical escalations for the service desk engineers
QUALIFICATIONS/EXPERIENCE
- Minimum of 5 years' experience in the IT field out of 2 years in a similar role
- BSc/MSc in Information technology
- ITIL/PMP certification
- Exposure working in a ISO 27001 environment
- MCSE/MCITP/CCNA/CCNP certifications is a plus
- Outstanding command of English (both written and verbal) is a MUST
- Expert knowledge on Microsoft server technologies (Windows server 2003, 2008, 2012, SBS server, Exchange, ISA, TMG, SharePoint etc.)
- Strong understanding of IT support issues reported at Level 1/2/3
- Excellent time management skills
- Excellent people management skills
- If you think you meet the above requirements, please forward your CV along with your salary expectations
Please use apply button below to send your application to us.