Service Desk and Incident Management
- Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
- Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
- Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
- Service Delivery and Performance Monitoring
- Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management
- Analyze trends in incidents and service requests to identify recurring issues and recommend improvements
- Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes
Governance and Compliance
- Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements
- Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation
Change and Problem Management
- Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions
- Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures
Resource and Vendor Coordination
- Assist in budgeting and resource allocation for technical projects and service delivery
- Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance
Team Leadership and Development
- Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth
- Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge
Stakeholder Communication
- Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs
- Communicate service status, changes, and incidents effectively to stakeholders
