Global Services Delivery Manager (Service Desk)

Global Services Delivery Manager (Service Desk) OttoDigital Group | Career Page

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Manage and lead a team of service desk professionals, including performance management, coaching, and training.
Oversee the delivery of IT support services to internal users and external clients, ensuring high levels of customer satisfaction.
Develop and implement service desk processes and procedures to optimize efficiency and customer service.
Monitor service desk metrics, analyze trends, and implement improvements to achieve service level targets.
Act as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
Collaborate with other IT teams to identify and resolve IT infrastructure and application-related issues.
Proactively identify opportunities for service improvement and drive the implementation of service desk best practices.
Ensure compliance with IT policies, standards, and procedures.
Manage vendor relationships and contracts related to IT service desk support.
The Service Desk operates 24 hours, 7 days a week; you will be responsible for coordinating the resourcing of the service desk and managing call-outs.

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in IT service desk management or related roles.
You will have a software development background, preferably with exposure to Flutter, Java, SpringBoot, and PostGreSQL, and be familiar with troubleshooting software-related issues.
Must have Cloud Services experience (Google Cloud, MS Azure, AWS), including Kubernetes, Helm, and other cloud deployment technologies.
Must have exposure to front-end application development (Flutter).
Must have exposure to backend development (Java, GoLang, Spring Boot).
Strong leadership skills with the ability to motivate and inspire a team.
Proven experience in implementing and improving service desk processes and procedures.
Excellent interpersonal and communication skills, building relationships and collaborating effectively with stakeholders at all levels.
Strong problem-solving and decision-making skills.
Experience with IT service management frameworks, such as ITIL.
Knowledge of IT infrastructure technologies, including networks, servers, and desktop systems.
Experience with service desk tools and incident management systems.
ITIL certification is desirable.

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