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Service Desk Manager

2 weeks ago

Petaling Jaya, Selangor, Malaysia Digital Labs Sdn Bhd (from M1) Full time
Job Summary

We are seeking an experienced Service Desk Manager to lead our IT support team. The ideal candidate will have a proven track record of managing service desks and driving customer satisfaction.

The successful candidate will be responsible for overseeing the daily operations of the service desk, ensuring tickets are tracked, managed, and resolved efficiently. They will also monitor service desk metrics to ensure high-quality service and provide coaching and training to enhance the technical and customer service skills of the team.

Key Responsibilities:

  • Lead, motivate, and manage a team of service desk agents
  • Conduct regular performance reviews and create development plans for team members
  • Provide coaching and training to enhance technical and customer service skills

Requirements

  • Proven experience managing a service desk or IT support team
  • In-depth knowledge of IT service management processes and frameworks
  • Experience in incident management, problem management, and user support