Service Manager

Key Responsibilities:
Team Leadership:
Supervise, train, and mentor Deskside Support Technicians and Service Desk Agents.
Ensure team members are well-equipped to provide high-quality technical support to end-users.
Foster a positive and collaborative work environment within the team.
Service Desk Management:
Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
Monitor and improve service desk KPIs, such as response and resolution times.
Implement and maintain incident and request management processes.
Deskside Support Management:
Manage on-site technical support for end-users, including hardware and software troubleshooting.
Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
Manage hardware and software inventory and maintenance.
End-User Support:
Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
Identify opportunities for process improvement and user education.
Problem Resolution:
Proactively identify recurring issues and work on long-term solutions to prevent them.
Maintain a knowledge base for common issues and solutions.
Collaborate with other IT teams to resolve complex technical problems.
Vendor and Asset Management:
Manage vendor relationships for hardware and software procurement and support agreements.
Ensure proper asset tracking, inventory control, and budget management for the Deskside and Service Desk functions.
Documentation and Reporting:
Maintain accurate records and documentation for service desk and deskside activities.
Generate regular reports on key performance indicators and service desk metrics.
Security and Compliance:
Ensure compliance with security policies, procedures, and standards.
Participate in IT security and compliance initiatives.
Qualifications:
Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
Proven experience in managing service desk and deskside support teams.
Excellent knowledge of IT service management (ITSM) processes and tools.
Strong communication, problem-solving, and interpersonal skills.
Knowledge of IT security best practices.
ITIL certification is a plus.
Experience with asset management and procurement processes