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IT Service Desk Manager

HR WAYS (PRIVATE) LIMITED

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PKR. 125,000 - 125,000/Month

Responsibilities:

Lead and manage a team of IT service desk technicians.
Provide guidance, coaching, and mentorship to team members.
Monitor team performance and ensure service levels are met or exceeded.
Handle escalations and resolve complex technical issues.
Act as a point of contact between the service desk and other IT teams.
Develop and implement processes and procedures to improve efficiency and customer satisfaction.
Conduct regular performance reviews and provide feedback to team members.
Collaborate with other IT leaders to optimize support strategies and workflows.
Ensure adherence to IT policies, procedures, and standards.
Stay current with industry trends and advancements in technology.

Requirements:

Bachelors degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Proven experience in a technical support role, with at least 1 years in a leadership or supervisory capacity.
Strong knowledge of ITIL framework and best practices.
Excellent communication and interpersonal skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Problem-solving skills and ability to think strategically.
Experience with service desk tools and ticketing systems.
Certifications such as ITIL Foundation, CompTIA A+, or equivalent (preferred).

Working Days: Monday to Friday 10 to 6 PM

Experience: Minimum 1 year