IT Service Desk Manager

As IT Service Desk Manager at FLSmidth A/S, you will lead a team dedicated to providing exceptional IT support, ensuring efficient and reliable service delivery for our global operations. You will be responsible for overseeing all aspects of our service desk, driving continuous improvement, and maintaining high user satisfaction.

Job Responsibilities:**

* Manage and mentor a team of IT support specialists, fostering a positive and productive work environment.
* Oversee the daily operations of the IT Service Desk, including incident management, request fulfillment, and problem management processes.
* Develop, implement, and maintain service desk policies, procedures, and best practices to optimize efficiency and effectiveness.
* Monitor service desk performance metrics, analyze trends, and generate reports to identify areas for improvement and ensure service level agreements (SLAs) are met.
* Act as an escalation point for complex technical issues and provide hands-on support when necessary.
* Collaborate with other IT teams (e.g., infrastructure, applications) to ensure seamless service delivery and resolution of cross-functional issues.
* Manage service desk tools and technologies, including ITSM platforms, and identify opportunities for automation and enhancement.
* Ensure accurate and up-to-date documentation of IT systems, processes, and knowledge base articles.
* Develop and manage the service desk budget, ensuring cost-effective operations.
* Communicate effectively with internal stakeholders, providing updates and managing expectations regarding IT services.
* Stay abreast of industry trends and emerging technologies to continuously improve service desk offerings.

Job Qualifications:**

* Bachelor's degree in Information Technology, Computer Science, or a related field.
* Minimum of 5 years of experience in IT service desk operations, with at least 2 years in a leadership or management role.
* Proven experience managing and motivating a technical support team.
* Strong understanding of ITIL framework and best practices (ITIL certification preferred).
* Excellent knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management).
* Proficiency in troubleshooting a wide range of hardware, software, and network issues.
* Exceptional communication, interpersonal, and customer service skills.
* Strong analytical and problem-solving abilities.
* Ability to work effectively in a fast-paced, global environment.
* Fluency in English, both written and verbal.
* Experience with global enterprise environments is highly desirable.

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