Service Desk Manager

Responsibilities:

• Oversee daily Service Desk operations meeting SLAs
• Ensure that all processes and standards used by the service desk are thoroughly documented, consistently audited and regularly improved
• Coordinating and managing all relevant stakeholders including various support teams (EUC, Infra, AMS, CSS etc.), management and clients that are involved in service desk operations
• Proactively manage cost related to the running of service desk
• Drive service desk automation initiatives to improve operations efficiency, service quality and user experience
• Oversee Major Incident Management. Accountable for establishing and enhancing of the framework for incident management, user communication, RCA, problem management etc.

Requirements:

• Degree in IT or equivalent discipline
• 5 years of leadership experience, Experience in leading transformation projects.
• ITIL Certified
• Experience in RPA, ServiceNow, Amelia AIOps is preferred. 
• PMP certification is a plus.