Service Desk Manager

• Oversee Daily Operations: Manage the day-to-day operations of the
  service desk, ensuring efficient and effective support for all IT-related issues.
• Maintain ITSM Tools: Ensure the IT Service Management (ITSM) tools are
  properly configured, maintained, and optimized to support service delivery
  and incident management processes.
• Manage External Helpdesk: Coordinate and manage the relationship with
  external helpdesk providers, ensuring they meet service level agreements
  (SLAs) and deliver high-quality support.
• Incident and Problem Management: Oversee the incident and problem
  management processes, ensuring timely resolution and root cause analysis to
  prevent recurrence.
• Team Leadership: Lead, mentor, and develop the service desk team,
  fostering a culture of continuous improvement and high performance.
• Performance Monitoring: Monitor and report on service desk performance
  metrics, identifying areas for improvement and implementing corrective
  actions as needed.
• Customer Service: Ensure a high level of customer satisfaction by providing timely and effective communication and support to end-users.
• Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
• Training and Development: Develop and deliver training programs for service desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Compliance and Security: Ensure all service desk activities comply with organizational policies, procedures, and security standards.

Requisite experiences include:

• A Bachelor’s degree is required, an advanced degree or ITIL certification is
  desirable
• 5-10 years of experience in Information Technology
• A proven track record of leading technology initiatives, managing technical
  staff, collaborating with business leaders, and being able to work in complex
  environments.
• Comfortable working in a team environment.
• Strong technical acumen, leadership/managerial skills and strong
  interpersonal skills.
• Personal and professional integrity, strong communication skills and an
  excellent professional appearance and presentation.
• Ability to interact with and effectively present information to employees,
  management, and customers
• Demonstrated ability to design, document and implement effective
  processes

Personal Characteristics:

• Impeccable integrity and ethical standards
• High energy, bias for action, and personal accountability for results through a resourcefulness that figures out how to drive action and achieve results creatively with finite resources.
• An ambitious self-starter who is comfortable working in an entrepreneurial yet collaborative and fast-growing business, with high ability for flexibility and adaptability to manage abstract situations.
• Strong leadership skills
• Team player at leadership levels to collaborate with business groups and functional partners like IT, finance, HR, legal, etc.
• Excellent operational management and technical skills
• Excellent communication and listening skills that allows the "voice of the customer" to understand the company's culture
• Strategic mindset and problem-solving skills