Service Desk Manager

3 weeks ago

Dubai, United Arab Emirates Jobot Full time



Why join us?

Amazing Career Growth

Great company perks

Industry Leading Management to get mentorship from

Top level benefits

Work Life Balance

Job Details

Job Details

As an IT Help Desk Manager, you will play a key role in ensuring that our operations run smoothly by providing top-notch IT support and solutions. You will be responsible for managing our global IT service desk, ensuring that technical issues are resolved promptly and efficiently. This is a hands-on management role, where you will be expected to troubleshoot and resolve issues directly, as well as oversee the work of your team.

Responsibilities

  • Manage and oversee the IT service desk, ensuring that all technical issues are resolved in a timely and efficient manner.
  • Develop and implement strategic plans for the IT service desk to improve efficiency and user experience.
  • Manage the ticketing system, ensuring that all tickets are tracked and resolved effectively.
  • Provide global support for our manufacturing operations, liaising with offshore teams as needed.
  • Troubleshoot and resolve technical issues directly, including network troubleshooting.
  • Ensure that all IT changes are managed effectively, minimizing disruption to the business.
  • Maintain a high level of proficiency with Microsoft Office, SAP ECC, and SAP E4, and ensure that all team members are similarly proficient.
  • Manage the user experience, ensuring that all IT systems and processes are user-friendly and efficient.
  • Adhere to and promote ITIL best practices within the team.

Qualifications

  • Minimum of 7 years of experience as a help desk manager or similar role in the IT industry.
  • Proven experience with IT service desk management, strategic planning, ticketing systems, and global support.
  • Strong technical skills, including network troubleshooting and hands-on management.
  • Experience with user experience management.
  • Proficiency with Microsoft Office, SAP ECC, and SAP E4.
  • Knowledge of ITIL and IT change management best practices.
  • Experience with offshore management.
  • Excellent problem-solving skills and the ability to think strategically.
  • Strong communication and leadership skills, with the ability to manage a team effectively.
  • Bachelor’s degree in IT or related field is preferred.

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