Service Desk Manager
CurrentIn this role I am responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. To meet these many demands, I utilize my skills in:• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.• Having a thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.• My ability to balance and plan the short-term actions of the team.• Having the knowledge and understanding of all relevant industry standards.• Having knowledge and understanding of best practices for service management.• My strong communication skills, including the ability to be influential and persuasive with stakeholders.• My ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.• A complete understanding of the organization’s business.• The ability to think critically about systems and to make adjustments consistently as needed.• The ability to manage time effectively while setting the tone of the team through modeling and leadership.• Effectively managing, developing, and training the service desk team.• Conducting and sharing results from service and operation performance reviews.• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.• Being aware of and managing the costs of running the service desk.
