Position Summary The Assistant Manager - Service Desk’s role is to supervise the daily operations of Service Desk team members and ensures that the services are delivered to the end users/customers with a proper professional manner, SLA and escalation. The candidate will be responsible for delivering team training and assessment; developing Knowledge Bases for new services handled-over to the Service Desk team. This person should be capable of backing up the Manager - Service Delivery managing the process, internal and external audit review, rostering and staffing. Primary Responsibility • Enforce IS&T escalation policies and procedures • Enforce Service Desk service levels in consultation with end users to establish service request resolution expectations and timeframes • Oversees all Service Requests are being handled • Enforce Service Desk's strict compliance with company policy and SOP • Guide the Service Desk team members to provide the proper and professional IT services with Service Level Agreement • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems • Track and analyze trends in service desk requests and generate statistical reports • Supervise the external contractors working in the Service Delivery Team • Review and ensure a high quality of all system maintenance notifications going out to business users • Manage Service Desk Roster as well as handle daily roster exceptions for Service Desk Team members • Oversee development and dissemination of help sheets, usage guides, and FAQ lists & Knowledge bases for Service Desk team and end users. • Oversee the development, implementation, and administration of service desk staff training procedures and policies • Work on-call during critical incidents Requirements • University degree in the field of computer science or equivalent work experience • At least 3 years experience in a desktop support or technical support management role • Certifications in Microsoft desirable • Sitting for extended periods of time • Solid relationship management and supervisor skills • Ability to motivate and direct staff members and subordinates • Strong understanding of the organization’s goals and objectives • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and questioning skills • Strong documentation skills • Ability to conduct research into a wide range of computing issues as required • Ability to absorb and retain information quickly • Ability to present ideas in user-friendly language to non-technical staff and end users • Keen attention to detail • Proven analytical and problem-solving abilities • Ability to effectively prioritize and execute tasks in a high-pressure environment • Exceptional customer service orientation