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Title
Text copied to clipboard!Server Desk Manager
Description
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We are looking for a Server Desk Manager to lead and oversee the daily operations of our IT service desk. This role is critical in ensuring that all technical support requests are handled efficiently, service levels are met, and end-users receive timely and effective assistance. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for delivering high-quality customer service.
As a Server Desk Manager, you will be responsible for managing a team of service desk technicians, setting performance goals, and implementing best practices to improve service delivery. You will work closely with other IT departments to ensure seamless communication and coordination of support activities. Your role will also involve analyzing service desk metrics, identifying trends, and recommending improvements to enhance the overall user experience.
You will be expected to develop and maintain standard operating procedures, ensure compliance with IT policies, and manage escalations effectively. The Server Desk Manager will also play a key role in training and mentoring team members, fostering a collaborative and productive work environment.
In addition to technical expertise, the successful candidate must possess strong communication and interpersonal skills, as you will be interacting with users at all levels of the organization. You should be comfortable working in a fast-paced environment and capable of managing multiple priorities simultaneously.
This position offers an exciting opportunity to contribute to the success of our IT operations and make a meaningful impact on the organization. If you are a proactive, results-driven professional with a commitment to excellence in IT support, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Manage daily operations of the IT service desk
- Lead and mentor a team of service desk technicians
- Monitor and report on service desk performance metrics
- Develop and enforce standard operating procedures
- Handle escalated support issues and ensure timely resolution
- Coordinate with other IT teams for issue resolution
- Ensure compliance with IT policies and procedures
- Implement best practices for service delivery
- Conduct regular team meetings and performance reviews
- Identify areas for improvement and recommend solutions
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology or related field
- 5+ years of experience in IT support or service desk roles
- 2+ years of experience in a supervisory or managerial role
- Strong knowledge of ITIL practices and service management tools
- Excellent leadership and team management skills
- Strong problem-solving and decision-making abilities
- Exceptional communication and interpersonal skills
- Ability to work under pressure and manage multiple tasks
- Experience with ticketing systems and remote support tools
- Certifications such as ITIL, CompTIA A+, or Microsoft preferred
Potential interview questions
Text copied to clipboard!- How many years of experience do you have in IT support?
- Have you managed a service desk team before?
- What IT service management tools are you familiar with?
- Can you describe a time you resolved a major technical issue?
- How do you handle high-pressure situations?
- What strategies do you use to improve team performance?
- Are you familiar with ITIL best practices?
- What is your experience with remote support tools?
- How do you prioritize support tickets?
- What certifications do you hold relevant to this role?
