Key Responsibilities:

• Team Leadership: Supervise, mentor, coach and regularly appraise a team of Service Desk Analysts and system administrators.
• Operational Efficiency: Oversee the operational efficiency and quality of the team’s incident response, including their day-to-day administration, Service Level Agreement (SLA) Compliance and user communication.
• Time Management: Developing the team’s work and leave schedules
• Documentation and Knowledge Management: Maintain a knowledge base with solutions to common issues and best practices. Ensure that Service Desk Analysts contribute to and utilize the knowledge base effectively.
• Reporting and Analytics: Generate reports on service desk performance, including ticket volumes, resolution times, and user satisfaction. Analyze data to identify trends and opportunities for improvement.
• Vendor and Supplier Management: Manage relationships with IT vendors and service providers related to tools and technologies used within NMG.
• Continuous Improvement: Identify areas for process improvement and efficiency gains within the service desk. Implement improvements and best practices to enhance service delivery.

Requirements

Qualifications:

• Degree in Information Technology, Computer Science, or a related field
• 2+ years supervisory experience
• Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
• Microsoft Certification (MCSE or MCITP)
• ITIL or ITSM Certification.
• Proficiency in using service desk software and ticketing systems.

Skills and attributes

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset and the ability to use data for decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Customer-focused with a commitment to providing exceptional service.