Service Desk Director

Description

• Collaborating with other IT teams to ensure seamless service delivery. • Providing regular reports to senior management on service desk performance. • Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation. • a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction. • Lead and triage incidents and service requests assigned to team queues in the ticketing system of record. • Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s. • Develop knowledge management database for employee self-service of incidents, and knowledge transfer between Service Desk teams. • Balance the workload of service requests and the headcounts of support team. • Continuous improvement for the ticketing system of record for better clarity of the requirement and to reduce processing cycle time. The U.S. IT Service Desk Director should possess a combination of technical, managerial, and interpersonal skills. Some of the key skills required for a U.S. IT Service Desk Director include: • Facilitate a strong team environment, support and guide staff in goal setting, career path planning and skills development. • Interview, hire and train employees and contractors. • Highly motivated and self-directed individual with the ability to drive process improvement. • Minimum 7 years of related experience, preferably at a financial institution. • Strong capacity to build and work with teams and collaborate across functions and breakdown silos. • Strong business results orientation to understand business needs and deliver value and high-quality results. • Strong problem-solving skills and experience performing cause and effect analysis. • Strong organizational, problem-solving, and analytical skills.

Skills

Help desk support, Customer service, management skills, SLA, Performance Metrics, Help desk, Technical support, Office 365, Troubleshooting, Project management

Top Skills Details

Help desk support,Customer service,management skills,SLA,Performance Metrics

Additional Skills & Qualifications

The U.S. IT Service Desk Director is responsible for managing the day-to-day operations of the service desk, including Level 1 support ensuring that customer service standards are met, and that the service desk team is providing timely and effective support to end-users. This role includes all Level 1 support. Key responsibilities of a U.S. IT Service Desk Director may include:

Experience Level

Expert Level