Global Service Desk Manager

About the Role: We are seeking a highly motivated and experienced Service Desk Manager to oversee our outsourced service desk operations. The ideal candidate will be responsible for ensuring the delivery of high-quality support services to our internal colleagues and managing vendor relationships, driving continuous improvement in service delivery. Key Responsibilities: Manage Outsourced Service Desk Operations: Oversee the day-to-day operations of the outsourced service desk, ensuring timely and effective resolution of client issues. Vendor Management: Maintain strong relationships with service desk vendors, ensuring compliance with service level agreements (SLAs) and performance metrics. Service Quality: Monitor and evaluate the quality of service provided, implementing improvements as necessary to enhance client satisfaction. Incident and Problem Management: Ensure efficient handling of incidents and problems, minimizing impact on business operations. Reporting and Analytics: Generate regular reports on service desk performance, identifying trends and areas for improvement. Client Communication: Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met. Continuous Improvement: Drive initiatives to improve service desk processes, tools, and technologies. Qualifications: Education: Bachelor's degree in information technology, Business Administration, or a related field. Experience: Minimum of 5 years of experience in service desk management, with at least 2 years managing outsourced operations. Skills: Strong leadership, communication, and problem-solving skills. Proficiency in IT service management (ITSM) tools and practices. Certifications: ITIL certification preferred.