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IT Service Desk Manager

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates IT-XY GmbH Full time
Job Title: IT Service Desk Manager

We are seeking a highly skilled and experienced IT Service Desk Manager to lead our team in providing exceptional customer service and technical support to our clients. As a key member of our IT department, you will be responsible for overseeing the day-to-day operations of the Service Desk, ensuring that all customer inquiries, technical issues, and service requests are handled efficiently and effectively.

Key Responsibilities:
  • Lead and manage the Service Desk team to ensure timely and effective resolution of customer issues
  • Develop and implement strategies to improve service desk operations, enhance customer support processes, and increase overall efficiency
  • Monitor ticketing systems, prioritize incidents, and manage escalations to meet SLAs and customer expectations
  • Provide technical guidance and support to clients on digital transformation solutions, resolving complex technical issues, troubleshooting problems, and coordinating with relevant teams for prompt issue resolution
  • Collaborate with other departments such as software development, cloud engineering, and cyber security to address complex customer issues and provide inputs for product and service enhancements
Requirements:
  • Deep knowledge of AI, data science, and cloud computing technologies
  • Proven track record in team management and leadership within large IT support environments
  • Attention to detail with solid problem-solving skills and analytical thinking
  • Proficiency in project and program management, and on-time delivery
  • Exceptional customer service skills, with a focus on high-quality, timely delivery
  • Strong understanding of financial and business principles, contributing to budget management and strategic decision-making
What We Offer:
  • A dynamic and inclusive work environment that encourages personal growth and innovation
  • Opportunities for professional development and career advancement
  • A competitive remuneration package with a host of perks, including healthcare, education support, and leave benefits