Service Desk Manager

Há 2 dias


Natal, Rio Grande do Norte, Brasil Pedros Chicken Tempo inteiro
Service Desk Manager Job Description

At Pedros Chicken, we are seeking a highly skilled and experienced Service Desk Manager to lead our IT support team. As a key member of our organization, you will be responsible for ensuring the smooth operation of our service desk, providing exceptional customer service, and driving process improvements.

Key Responsibilities:
  • Team Leadership: Manage and motivate a team of IT support professionals to deliver high-quality service to our customers.
  • Service Delivery: Ensure that our service desk meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).
  • Process Improvement: Identify and implement process improvements to enhance service desk efficiency and service quality.
  • Stakeholder Management: Communicate effectively with internal and external stakeholders to ensure alignment with business objectives.
Requirements:
  • 5+ years of experience in IT technical support, including 2+ years in a managerial role.
  • Demonstrated experience managing 1st and 2nd line support teams.
  • Experience working under high-pressure environments and adhering to SLAs.
  • Strong background in ITIL or other relevant service management frameworks.
Desirable Skills:
  • ITIL Foundation certification or higher.
  • Previous experience in a retail or fast-paced operational environment.
  • Familiarity with remote support technologies and tools.
Competencies:
  • Communication: Strong ability to communicate with technical and non-technical stakeholders.
  • Time Management: Ability to manage multiple tasks efficiently under pressure.
  • Team Building: Proven success in fostering a collaborative team environment.
  • Critical Thinking: Ability to think strategically and implement long-term improvements.

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