Job Description

Supervision and Mentoring: Guide, train, and coach service desk analysts; conduct performance reviews.
Workload Balancing: Manage call/chat/ticket queues, redistribute tasks to maintain optimal response times.
Culture Building: Foster a customer-focused, proactive support environment.
Performance Tracking: Monitor KPIs and conduct appraisals.
Resource Scheduling: Plan shift rotas for coverage, including out-of-hours support.
Compliance: Ensure daily adherence to organizational and security standards. [RE: TOS- O...er Marcelo | Outlook]

Core Responsibilities of a Service Desk Manager
1. Team Leadership & People Management
Supervision and Mentoring: Guide, train, and coach service desk analysts; conduct performance reviews.
Workload Balancing: Manage call/chat/ticket queues, redistribute tasks to maintain optimal response times.
Culture Building: Foster a customer-focused, proactive support environment.
Performance Tracking: Monitor KPIs and conduct appraisals.
Resource Scheduling: Plan shift rotas for coverage, including out-of-hours support.
Compliance: Ensure daily adherence to organizational and security standards. [RE: TOS- O...er Marcelo | Outlook]

2. Service Delivery & Operations
Escalation Point: Act as the first contact for complex or high-prio...
            

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