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