IT Service Desk Manager

hace 7 días


Bogotá, Bogotá D.E., Colombia Insight Global A tiempo completo

Job Summary

We are seeking an experienced IT Service Desk Manager to lead our team and implement training programs. The successful candidate will oversee daily operations, evaluate data, and drive process improvements.

About the Role

The IT Service Desk Manager will provide leadership, coaching, and mentorship to the IT service desk team while implementing training programs and driving process improvements. They will manage and oversee the daily operations of the IT service desk, ensuring timely and efficient resolution of user issues and requests while providing regular feedback and conducting performance evaluations.

Key Responsibilities

  • Provide leadership, coaching, and mentorship to the IT service desk team
  • Implement training programs and drive process improvements
  • Manage and oversee daily operations of the IT service desk
  • Evaluate data and KPI metrics to monitor team performance and identify growth opportunities
  • Develop and enforce YSD standards that ensure security, operational efficiency, and compliance

Requirements

The ideal candidate will have a strong background in technical support and experience leading teams. They will possess excellent analytical skills, problem-solving skills, and communication skills. A Bachelor's degree and certification in ITIL Foundation level is preferred. Familiarization with Service-Now and Cisco Webex is also desirable.


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