Mgr Service Desk

Position: Mgr Service Desk

Reports to: Dir. Operations & Services

Department / Function: Information Services, Tech Ops

Location: Mexico - remote

Countries in scope: global

Role Overview:

The Manager of Service Desk is responsible for overseeing the daily operations of the service desk team. This role ensures efficient and effective IT support services, driving customer satisfaction and operational excellence through strategic leadership, process optimization, and continuous improvement initiatives.

I. Accountabilities:

Responsibilities / Outcomes Expected:

• Team Leadership and Development: Lead, mentor, and develop a team of service desk professionals to ensure high performance and engagement.
• Incident and Request Management: Oversee the management of all service desk incidents and requests, ensuring timely resolution and adherence to service level agreements (SLAs).
• Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
• Customer Satisfaction: Monitor and improve customer satisfaction levels by ensuring high-quality service delivery and addressing customer feedback.
• Reporting and Analytics: Develop and maintain service desk performance metrics, providing regular reports and insights to senior management.
• Provides a roadmap for the services and features the Service Desk requires to deliver the requires SLA for the employees and the correct user experience.

Key deliverables:

• Monthly Performance Reports: Comprehensive reports detailing service desk performance metrics, trends, and improvement recommendations.
• Service Improvement Plans: Actionable plans to address identified service gaps and enhance overall service quality.
• Training Programs: Development and implementation of training programs to upskill service desk staff and improve service delivery.

II. Qualifications:

Knowledge, skills, abilities:

• Technical Expertise: In-depth knowledge of IT service management (ITSM) frameworks and tools, enabling effective oversight of service desk operations and incident management.
• Leadership Skills: Strong leadership and people management skills, fostering a collaborative and high-performing team environment.
• Analytical Abilities: Excellent analytical skills to interpret performance data, identify trends, and develop strategic improvement initiatives
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role within a service desk environment. Experience in the consumer packaged goods industry is a plus.