The Service Desk Delivery Manager is responsible for understanding customer needs and support processes, as well as leading a team that embodies quality and commitment to service. This role involves managing the performance of Level 1 services & support to clients (internal and external) and ensuring that service levels are achieved. The Manager is accountable for coordinating and marshalling all levels of support to ensure that the team is meeting and exceeding expectations in regards to client needs, performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
The role is required to:
Manage the Service Desk team’s daily activities and performance
Ensure consistency of overall team performance specific to quality of technical and customer service support in conjunction with Service Level attainment, by maintaining and enforcing standards/procedures for resolving technical issues.
Understand overall Service Desk objectives, as well as the role and function of each team member.
Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
Identify areas for improvement and suggest changes (process, people, tools, documentation)
Constructively and effectively communicate with all groups to guarantee customer expectations are met
Manage the development of the team by ensuring that daily tasks and activities are in line with abilities
Understand career aspirations; recommend and/or approve training requests to develop and refine the skills of the Service Desk members.
Conduct performance evaluations and member satisfaction reviews.
Facilitate regular Service Desk team meetings/team communications.
Improve usage of IT support resources and increase productivity of the team
Responsible for creating, reviewing and acting upon staff performance metrics
Involvement in the implementation of new services
Ensure accuracy of internal or client-facing reports (metrics, KPIs, SLA attainment)
Identify opportunities to improve services, increase efficiencies and reduce the cost of delivering services.
Establish and maintain Client Matrix/Catalog of Services and agreed upon SLO and SLA.
Works with Service Delivery Leads to prioritize and ensure services meet Client requirements and expectations.
Work with Service Delivery Leads to ensure Operational processes/procedures are established, documented, maintained and followed.
Work with Client Services, Vendors, and IT Services to identify, communicate and manage service scope (expectation versus contractual) for supported products and services.
Manage through to implementation, incident resolutions, service requests or Operational initiatives.
Provide incident reporting and metrics regarding issues and resolutions to service outages.
Subject matter expert on required products and services for respective Clients.
Communicate and escalate services at risk or out-of-scope of Client SLA as a result of change.
Participate in project management and change management process.
Your qualifications include:
Bachelor’s degree and 3-4 years of experience in technical management or a related area, or a suitable combination of education and relevant experience; technical or management certifications are a plus.
Excellent understanding of Service Delivery Operations and relationship with Service Level Agreements.
Ability to communicate clearly and effectively, both verbally and written and both Technical and Managerial stakeholders
Good technical, analytical and correlation skills – able to analyze and provide solution to incidents
Ability to identify, attain, document and recommend solutions to problems accurately
Strong technical research and information gathering skills.