Service Delivery Manager

Description Responsibilities:

Lead a team of Tier 1 & 2 service desk specialists.

Foster a collaborative and high-performing culture through regular team meetings, performance reviews, and training sessions.

Implement process enhancements to streamline ticket management and boost IT and Service Desk team performance.

Ensure high levels of customer satisfaction through continuous service improvement initiatives.

Serve as the primary contact for escalated issues and complex technical problems, guiding the team in tracking and resolving open issues while documenting solutions for future reference.

Ensure thorough documentation of solutions to facilitate future troubleshooting efforts.

Exhibit strong IT project management skills to ensure the timely and successful completion of projects while overseeing day-to-day operations.

Utilize tools like ServiceNow and PowerBi to monitor service desk performance metrics and KPIs, identifying trends, improvement areas, and optimization opportunities.

Implement and enforce service desk policies, standards, and best practices to uphold high levels of customer satisfaction.

Engage actively in day-to-day technical support activities alongside the service desk team and customers.

Implement, manage, and govern asset management strategies and processes to ensure proper accounting of hardware assets.

Participate in the Major Incident Manager on-call duty process (MIM) for P1/P2 incidents.

Requirements

Requirements

2-4 years of IT leadership experience.

Strong knowledge of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite and Infrastructure technologies (Networking, Servers etc).

Knowledge of Apple iOS products.

Strong emotional intelligence and the ability to coach and mento effectively.

EXperience servicing a global organisation.

Experience with ServiceNow

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Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .