IT Servicedesk Manager
Meltwater
Total years of experience :3 years, 4 Months
Take care of the day to day operations of the IT team in managing the SLA and kPIs and manages 20 member team.
Single-handedly built an in-house Service desk team of 2o members involving the IT technical
support team and IT Onboarding & Offboarding team from scratch and effectively manages,
develops, and train the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently
audited, and regularly improved.
• Controls and protects the organization's IT assets (i.e., hardware) throughout their life cycle, from
Procurement/retrievals and final disposition through ITAM, partnering with Vendors globally. In
addition, designs, develops, and implements the organization's asset management strategy.
• Manages Hiring of new team members and is responsible for new hire onboarding/offboarding
and facilitates knowledge transfer and training plans for new hires.
• Review metrics and reports throughout each day to adjust staffing and workflows as needed to
optimize service-desk performance.
• Oversee Knowledge Management and ensure top-quality solutions are available to the team.
Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving IT support in the
organization. Advise management on situations that may require additional support or
escalation.
• Acting as a liaison between users and other departments within the organization and running
new hire IT Orientation and Manager Orientation regionally.
• Collaborating with Solution delivery team to set standards for software, hardware, and security
and ensuring that anti-virus updates and patches are applied effectively and promptly
• Deep understanding and experience in Project Management to gain insight into the scope of
Service Delivery.
• Participating in strategic planning sessions with senior management to discuss project goals and
roadblocks and Managing the Help Desk’s budget to ensure that it is within allocated limits
• Managing the ticketing system, assigning tasks to Service Desk Analysts, and ensuring SLAs are
met. Responsible for developing and maintaining Service Desk procedures and policies.
• Monitoring team performance and developing feedback reports for management.
• Manage all incident and service requests and oversee all change management, configuration
management, and release management ITIL processes.
INSTITUTION:
INSTITUTION:
2OIO • ITIL Foundation Certificate in IT Service Management • Agile Way of Working Foundation • Microsoft Azure Infrastructure Solutions
O15