The service desk manager sdm is a critical role in any it service management itsm operation. Meeting customer needs is generally the main goal of a service desk manager which includes tasks such as.
I mainly manage the service desk.
What is service desk manager role. I have teams for the whole region and am responsible for ensuring the interface between the business and the frontline team of service desk professionals and the business is working effectively. That means that users dont see your perfect developer or best in class admin or some other expert. If theres one role in it and it service management itsm that is fundamental intrinsic influential and pivotal its the service desk manager.
What does an it service desk manager do. This particular role has several varied requirements and needs a number of essential personal characteristics skills and competencies. Oversee solutions repository and ensure top quality solutions are available to the staff.
A service desk manager identifies emerging issues and is a knowledge expert. What they see is your service desk. The service desk manager is the role.
Develops service and business level agreements to set expectations and measure performance. They are responsible for the resourcing and development of the team including the preparation. That visibility puts significance on the service desks efficiency and therefore its management.
Feel free to revise this job description to meet your specific job duties and job requirements. I also enjoy doing the practical side of the service desk. Namely the service desk is on the frontline towards users.
This service manager sample job description can be used to help you create a job advert that will attract candidates who are qualified for the job. They are responsible for overseeing the day to day activities of service desk operations to ensure users and business teams receive the support they require. The service desk manager is usually an expert on all of the supported products and frequently interacts with vendors customers and other department managers.
Develops an effective and workable framework for managing and improving customer it support in the organization.