Closeloop Technologies - Delivery Manager - IT Service Desk (8-10 yrs)

Job Summary : .

The IT Service Desk Delivery Manager is responsible for overseeing the efficient and effective delivery of IT service desk support to the organization.

This role ensures that the IT service desk operates to the highest standards of customer service and technical expertise, aligning with the organization's business objectives and IT strategy.

Key Responsibilities :

Service Desk Management :

- Lead and manage the IT service desk team to provide high-quality support to end-users.

- Develop and implement service desk policies, procedures, and standards.

- Monitor and report on service desk performance, ensuring SLA compliance and customer satisfaction.

- Handle escalations and ensure timely resolution of complex issues.

Process Improvement :

- Continuously review and improve service desk processes to enhance efficiency and service quality.

- Implement best practices in incident, problem, and change management.

- Utilize metrics and feedback to drive process enhancements and user satisfaction.

Stakeholder Management :

- Collaborate with other IT teams and business units to ensure seamless IT service delivery.

- Communicate effectively with stakeholders, providing regular updates on service desk performance and initiatives.

- Develop and maintain strong relationships with key stakeholders to understand and meet their IT support needs.

Technology and Tools :

- Oversee the selection, implementation, and maintenance of service desk tools and technologies.

- Stay updated on industry trends and advancements in IT support technologies.

- Ensure that service desk tools are optimized for efficiency and user satisfaction.

Qualifications and Skills :

- Bachelor's degree in Information Technology, Computer Science, or related field.

- Minimum of 8 years of experience with IT Support, Hardware Support, Vendor Management and Inventory Management.

- Deep level of Microsoft 365 understanding (Azure, Intune, Exchange, SharePoint, Teams).

- Ability to demonstrate proven experience in delivering ITIL Service Desk Objectives in a service management capacity.

Skills & Competencies :

- Excellent verbal and written communication skills.

- Solution-driven with strong troubleshooting and problem-solving skills.

- Capability to communicate clearly and with various types of audiences (team members, management, and senior leadership).