2nd Line Service Desk Manager

at  Keystone Solutions

Position: 2nd Line Service Desk ManagerCompany Overview: Keystone Solutions is a leading IT service provider that specializes in delivering innovative solutions to help businesses achieve their goals. With a team of highly skilled professionals, we provide a range of services including IT support, cloud solutions, and project management. We are committed to providing exceptional customer service and ensuring the smooth operation of our clients’ IT systems.Job Overview: We are seeking a highly motivated and experienced 2nd Line Service Desk Manager to join our team. The successful candidate will be responsible for managing our 2nd line service desk, ensuring the timely resolution of technical issues and providing excellent customer service to our clients.Key Responsibilities: - Manage a team of 2nd line service desk technicians, providing guidance, support, and training as needed- Monitor and prioritize the workload of the service desk team, ensuring that all tickets are resolved within agreed SLAs- Act as an escalation point for complex technical issues and provide guidance to the team on problem-solving techniques- Develop and maintain service desk processes and procedures to ensure efficient and effective operations- Continuously review and improve the service desk processes to enhance customer satisfaction and team productivity- Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement- Collaborate with other departments to ensure a seamless delivery of services to clients- Develop and maintain strong relationships with clients, understanding their needs and providing solutions to meet their requirements- Stay up-to-date with industry trends and best practices to ensure the service desk team is equipped with the necessary skills and knowledge to support our clientsQualifications: - Bachelor’s degree in Computer Science, Information Technology, or related field- Minimum of 5 years of experience in a service desk management role- Proven experience in managing a team of service desk technicians- Strong technical skills and knowledge of IT systems, networks, and applications- Excellent communication and interpersonal skills- Ability to prioritize and manage multiple tasks in a fast-paced environment- Strong problem-solving and decision-making skills- ITIL certification is a plusWhy Work for Us: At Keystone Solutions, we value our employees and strive to create a positive and collaborative work environment.
We offer competitive salaries, opportunities for growth and development, and a comprehensive benefits package. Join our team and be a part of a dynamic and innovative company that is committed to delivering exceptional service to our clients.If you are a highly motivated and experienced 2nd Line Service Desk Manager looking for a new challenge, we would love to hear from you. Apply now and become a part of our growing team at Keystone Solutions

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