service desk manager

Trusted Fraternal Life

<div><div><b>Service Desk Support Manager</b></div>
<div></div><div><b>Role Summary
</b></div><div>The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction.</div>
<div>The Service Desk Support Manager is responsible delivering high-quality support to business partners and clients, both in person and remotely. This role requires an in-depth understanding of computer hardware and software, enabling the diagnosis and resolution of more complex technical issues. This role may also be responsible for providing in-depth training, managing system configurations, performing system upgrades, and assisting with IT infrastructure maintenance. The Service Desk Support Manager ensures that all technical issues are addressed promptly and efficiently, ensuring minimal disruption to business operations.</div>
<div></div><div><b>Responsibilities
</b></div><ul><li>Facilitates change management discussions.</li>
<li><div>Oversees the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met.</div>
</li><li>Implements service desk policies, procedures, and best practices.</li>
<li>Assists with managing relationships with vendors for software or hardware support.</li>
<li>Monitoring and reporting on service desk performance metrics</li>
<li>Audits service desk tickets to ensure adherence to standards.</li>
<li>Responds to and manages more complex client support queries, troubleshooting hardware, software, and network-related issues.</li>
<li>Provides expert-level support in person, over the phone, or via remote access, with an emphasis on resolving issues in a timely manner.</li>
<li>Diagnoses and troubleshoots issues with computer software, peripherals, hardware, and network systems.</li>
<li>Utilizes diagnostic tools and troubleshooting techniques to identify the root causes of issues, including system crashes and connectivity problems.</li>
<li>Provides problem-solving support and guides clients through in-depth technical solutions.</li>
<li>Delivers training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources.</li>
<li>Installs, configures, and upgrades hardware and software systems to maintain optimal performance.</li>
<li>Collaborates with other IT teams to escalate unresolved or high-priority issues.</li>
<li>Completes support tickets, ensuring issues are tracked, documented, and resolved within set timeframes.</li>
<li>Develops and maintains documentation for troubleshooting procedures, software installations, and system configurations.</li>
<li>Participates in continuous improvement efforts to streamline support processes and enhance user experience.</li>
<li>Other duties as assigned.</li>
</ul>
<div></div><div><b>Qualifications &amp; Skills
</b></div><ul><li>Post-Secondary Degree in Information Systems or equivalent experience in related field.</li>
<li>7+ years working in information technology operations is preferred.</li>
<li>Experience with managing IT service desk operations is preferred.</li>
<li>Working knowledge of and hands-on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and IT Infrastructure Library (ITIL) frameworks, including the application of best practices to support service delivery, incident management, and continuous improvement initiatives.</li>
<li>Analytical and problem-solving skills; ability to troubleshoot computer problems.</li>
<li>Self-starter with excellent teamwork skills and an innate sense of urgency.</li>
<li>Proficient in service desk software, remote access tools, and ITSM platforms.</li>
<li>Exceptional analytical and problem-solving abilities, with experience handling complex technical issues.</li>
<li>Ability to work under pressure and manage multiple priorities, ensuring timely resolution of client requests.</li>
<li>Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.</li>
</ul>
<div></div><div><div><b>About Trusted Fraternal Life</b></div>
<div>Trusted Fraternal Life&rsquo;s purpose is to serve communities, provide financial security, and enhance quality of Life. Its vision is to be the innovative leader in fraternal partnerships and consolidation, while growing existing business, and engaging more people to enjoy financially secure, purposeful lives. Created in March 2024 by Trusted Fraternal Life, Trusted Fraternal Life is committed to building the NextGen fraternal benefit society. The organization&rsquo;s financial strength rating was upgraded to an A with a stable outlook in 2024 by the Kroll Bond Rating Agency and it has been recognized as a Top Workplace eleven years in a row. The Trusted Fraternal Life family of brands includes Trusted Fraternal Life, Degree of Honor, Woman&rsquo;s Life and Catholic United Financial.</div>
<div></div><div><b>Our Mission...</b></div>
<div>Trusted Fraternal Life's purpose is to facilitate consolidation in the fraternal sector, while preserving unique identities and traditions, and achieving the necessary scale to be relevant, to compete, and to grow.</div>
<div>Our vision is to be an innovative leader in fraternal partnerships, while growing our existing business and engaging more people to enjoy financially secure, purposeful lives.</div>
<div>Trusted Fraternal Life serves as the cornerstone to a family of fraternal brands. We celebrate the unique missions and traditions that each brand brings to the family, while providing financial strength, advanced technology, and additional products to the brands of Trusted Fraternal Life</div></div></div><div></div>

Service Desk Support Manager

Delphi Consulting Middle East

<div>
 <p>
  <strong>
   Job Summary
  </strong>
 </p>
 <p>
  The IT Support &amp; Operations Manager is responsible for overseeing the organization&rsquo;s IT support services and operational activities, ensuring high-quality service delivery to end users. The role manages the Service Desk and IT operations teams, ensuring efficient incident management, endpoint management, device provisioning, and audiovisual (AV) systems support.
 </p>
 <p>
  The IT Support &amp; Operations Manager will ensure operational efficiency, SLA compliance, and continuous improvement of IT support processes while maintaining strong collaboration with internal departments to support business technology needs.
 </p>
 <p>
  ---
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  Service Desk Management
 </p>
 <p>
  &middot; Oversee the daily operations of the IT Service Desk and support teams.
 </p>
 <p>
  &middot; Ensure timely resolution of incidents, service requests, and technical issues in accordance with defined SLAs.
 </p>
 <p>
  &middot; Monitor service desk performance metrics and implement improvements to enhance service delivery.
 </p>
 <p>
  &middot; Establish and maintain service management processes aligned with ITIL best practices.
 </p>
 <p>
  End-User Support
 </p>
 <p>
  &middot; Ensure efficient technical support for all end users across the organization.
 </p>
 <p>
  &middot; Manage escalations for complex technical issues and ensure prompt resolution.
 </p>
 <p>
  &middot; Maintain high levels of customer satisfaction and service quality.
 </p>
 <p>
  Endpoint Management
 </p>
 <p>
  &middot; Manage enterprise endpoint environments including desktops, laptops, and other user devices.
 </p>
 <p>
  &middot; Ensure proper device configuration, security compliance, patch management, and lifecycle management.
 </p>
 <p>
  Mobile Device Management (MDM) &amp; Device Build
 </p>
 <p>
  &middot; Manage MDM platforms to ensure secure device enrollment, configuration, and policy enforcement.
 </p>
 <p>
  &middot; Oversee device imaging, provisioning, and deployment processes.
 </p>
 <p>
  &middot; Maintain standardized system builds and deployment procedures.
 </p>
 <p>
  AV Systems Management
 </p>
 <p>
  &middot; Oversee the operation and maintenance of meeting room audiovisual systems.
 </p>
 <p>
  &middot; Ensure reliable AV support for meetings, conferences, and collaboration platforms.
 </p>
 <p>
  SLA Monitoring &amp; Service Performance
 </p>
 <p>
  &middot; Monitor team performance against established service level agreements (SLAs).
 </p>
 <p>
  &middot; Analyze incident trends and service desk performance to identify improvement opportunities.
 </p>
 <p>
  &middot; Ensure adherence to service management procedures and escalation processes.
 </p>
 <p>
  Documentation &amp; Knowledge Management
 </p>
 <p>
  &middot; Maintain accurate technical documentation, operational procedures, and support knowledge bases.
 </p>
 <p>
  &middot; Ensure proper documentation of incidents, solutions, and operational processes.
 </p>
 <p>
  Stakeholder Collaboration
 </p>
 <p>
  &middot; Collaborate with internal departments to understand and support business technology requirements.
 </p>
 <p>
  &middot; Coordinate with infrastructure, security, and application teams to ensure seamless service delivery.
 </p>
 <p>
  ---
 </p>
 <p>
  <strong>
   Qualifications &amp; Experience
  </strong>
 </p>
 <p>
  &middot; Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
 </p>
 <p>
  &middot; 10+ years of experience in IT support, service desk, or IT operations roles, including team leadership responsibilities.
 </p>
 <p>
  &middot; Proven experience managing IT Service Desk operations and end-user support environments.
 </p>
 <p>
  &middot; Hands-on experience with endpoint management tools and Mobile Device Management (MDM) platforms.
 </p>
 <p>
  &middot; Experience supporting enterprise collaboration and AV systems.
 </p>
 <p>
  &middot; Strong understanding of IT Service Management frameworks (ITIL).
 </p>
 <p>
  ---
 </p>
 <p>
  Skills &amp; Competencies
 </p>
 <p>
  &middot; Strong leadership and team management skills.
 </p>
 <p>
  &middot; Excellent communication skills with strong command of English (written and verbal).
 </p>
 <p>
  &middot; Strong customer service and user support orientation.
 </p>
 <p>
  &middot; Detail-oriented with strong documentation discipline.
 </p>
 <p>
  &middot; Strong problem-solving and escalation management skills.
 </p>
 <p>
  &middot; Ability to manage multiple priorities and service demands effectively.
 </p>
 <p>
  &middot; Strong reporting and operational monitoring capabilities.
 </p>
 <p>
  ---
 </p>
 <p>
  <strong>
   Professional Certifications
  </strong>
 </p>
 <p>
  Relevant professional certifications in IT service management, endpoint management, or IT support operations will be considered a strong advantage.
 </p>
 <p>
  Examples include (but are not limited to):
 </p>
 <p>
  &middot; ITIL Foundation / ITIL 4
 </p>
 <p>
  &middot; Microsoft Modern Desktop Administrator Associate
 </p>
 <p>
  &middot; Microsoft 365 Endpoint Administrator Associate
 </p>
 <p>
  &middot; CompTIA A+
 </p>
 <p>
  &middot; CompTIA Network+
 </p>
 <p>
  &middot; Endpoint management certifications (Intune, SCCM, or equivalent)
 </p>
 <p>
  ---
 </p>
 <p>
  <strong>
   Key Performance Indicators (KPIs)
  </strong>
 </p>
 <p>
  &middot; Service Desk SLA compliance and resolution times.
 </p>
 <p>
  &middot; End-user satisfaction and service quality metrics.
 </p>
 <p>
  &middot; Endpoint compliance and device management efficiency.
 </p>
 <p>
  &middot; Incident and request resolution efficiency.
 </p>
 <p>
  &middot; Accuracy and completeness of technical documentation.
 </p>
 <p>
  &middot; AV system availability and operational reliability.
 </p>
</div>


IT Support & Operations Manager

Blink Health

<div><div><p><b>Company Overview:</b></p>
<p>
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products &ndash; BlinkRx and Quick Save &ndash; remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.</p>
<p>
BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.</p>
<p>
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!</p></div><h3 class="jobSectionHeader"><b>
About the Role</b></h3>
<p>
At Blink Health, we're committed to making prescription medications more affordable and accessible for everyone. Behind that mission is a reliable, scalable, and user-focused IT organization.</p>
<p>
We're looking for an IT Support Manager to lead our Service Desk team and own the end-to-end support experience for employees across Blink. This role is equal parts people leadership, operational ownership, and hands-on problem solving. You'll be responsible for ensuring our teams&mdash;from corporate functions to pharmacy operations&mdash;have seamless, secure, and efficient access to the tools they need to do their best work.</p>
<p>
You'll partner closely with Engineering, Network, and Information Security teams to support a growing, fast-paced environment, while continuously improving how we deliver IT support at scale.</p>
<h3 class="jobSectionHeader"><b>
What You'll Do</b></h3>
<h4 class="jobSectionHeader"><b>Lead the Service Desk</b></h4>
<ul><li>Own day-to-day Service Desk operations, ensuring high-quality, responsive support across the organization.</li>
<li>Hire, mentor, and develop a high-performing team with a strong customer-first mindset.</li>
<li>Set clear expectations, track performance, and continuously improve SLAs, KPIs, and team effectiveness.</li>
<li>Act as an escalation point for complex or high-impact issues, ensuring timely and thoughtful resolution.</li>
</ul><h4 class="jobSectionHeader"><b>Deliver a High-Quality Employee Experience</b></h4>
<ul><li>Ensure a seamless IT experience for all employees, including high-touch, white-glove support for executive stakeholders.</li>
<li>Oversee support across MacOS, Windows, and core SaaS platforms (Okta, Google Workspace, Slack, Zoom).</li>
<li>Maintain strong onsite support standards, including hardware setup, office support, and AV readiness for key meetings.</li>
</ul><h4 class="jobSectionHeader"><b>Own User Lifecycle &amp; Access Management</b></h4>
<ul><li>Lead onboarding and offboarding processes, ensuring timely and secure provisioning and de-provisioning of access.</li>
<li>Partner with HR and Security to ensure processes are efficient, compliant, and scalable.</li>
<li>Identify opportunities to automate and streamline identity and access workflows.</li>
</ul><h4 class="jobSectionHeader"><b>Drive Asset &amp; Endpoint Management</b></h4>
<ul><li>Own IT asset lifecycle management, including procurement, tracking, auditing, and refresh planning.</li>
<li>Ensure endpoints are securely managed and compliant using MDM tools such as Jamf and Intune.</li>
<li>Maintain clean, accurate inventory and documentation to support growth and operational needs.</li>
</ul><h4 class="jobSectionHeader"><b>Strengthen ITSM &amp; Change Management</b></h4>
<ul><li>Own and improve Service Desk processes across incident, request, problem, and change management.</li>
<li>Ensure the Service Desk is tightly integrated into change control processes, with clear communication and risk awareness.</li>
<li>Leverage tools like Jira Service Management to drive visibility, accountability, and continuous improvement.</li>
</ul><h4 class="jobSectionHeader"><b>Partner Across IT &amp; the Business</b></h4>
<ul><li>Work closely with Network Engineering, Information Security, and DevOps to support system changes, rollouts, and projects.</li>
<li>Act as the connective tissue between end users and technical teams, ensuring alignment and smooth execution.</li>
<li>Support security initiatives and compliance efforts as a key operational partner to InfoSec.</li>
</ul><h4 class="jobSectionHeader"><b>Improve, Scale, and Simplify</b></h4>
<ul><li>Use data and trends to identify recurring issues and implement long-term fixes.</li>
<li>Build and maintain a strong knowledge base and self-service capabilities.</li>
<li>Continuously look for ways to simplify processes, reduce friction, and improve the overall support experience.</li>
</ul><h3 class="jobSectionHeader"><b>What You'll Need</b></h3>
<ul><li>7+ years of IT support experience, with 2&ndash;3+ years leading Service Desk or IT Support teams.</li>
<li>Experience operating in fast-paced, high-growth environments with evolving priorities.</li>
<li>Strong technical foundation across MacOS, Windows, and modern SaaS tools (Okta, Google Workspace, Slack, Zoom).</li>
<li>Hands-on experience with ITSM tools (Jira Service Management preferred).</li>
<li>Experience with MDM platforms such as Jamf and/or Microsoft Intune.</li>
<li>Deep understanding of user lifecycle management and access provisioning.</li>
<li>Experience managing IT assets and supporting endpoint lifecycle at scale.</li>
<li>Solid understanding of ITIL principles, with a practical, execution-focused approach.</li>
<li>Strong communication skills and the ability to work effectively across technical and non-technical teams.</li>
<li>A bias toward action, ownership, and continuous improvement.</li>
</ul><h3 class="jobSectionHeader"><b>What Sets You Apart</b></h3>
<ul><li>You take ownership and operate with a strong sense of accountability.</li>
<li>You balance speed with quality in a fast-moving environment.</li>
<li>You focus on solving root causes, not just symptoms.</li>
<li>You build strong partnerships and communicate clearly across teams.</li>
<li>You care deeply about the employee experience and take pride in delivering great service.</li>
</ul><div><p><b>
Why Join Us:</b></p>
<p>
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.</p>
<p>
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>
<p>
Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.</p></div></div>

IT Support Manager (Service Desk)

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Jeddah</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
25-Mar-2026</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

Global network solution and business

<p><b>Operations Lead (Omani)</b></p><p>What this person does: Manages the Service Desk (L2/L3 support). Responsible for</p><p>platform uptime (&ge;99.5%). Tracks all incidents in Jira. Manages a team of 4-5 support engineers. Reports to the Authority weekly on SLA performance. Attends the bi-weekly Service Management Board in Muscat.</p><p><b>Requirements:</b></p><p>Omani national (mandatory)</p><p>Based permanently in Muscat (mandatory)</p><p>Business-fluent English AND Arabic (mandatory)</p><p><b>&gt;8 years experience in IT operations or ser vice desk management</b></p><p>Experience with SLA monitoring and incident management</p><p>Experience with ITIL processes (incident, problem, change)</p><p>Experience with Jira and Confluence</p><p>Experience managing shift teams</p><p><b>If you have this experience kindly share your CV to info@gnsbusiness.com or whatsapp +968 76269238</b></p><p>Pay: From RO700.000 per month</p><p>Work Location: In person</p>

OPERATIONS LEAD (Omani)

Cayuse Holdings

<div><div><div><div><b><i>JOB TITLE:</i></b></div><div><br>
Service Desk Agent<b><i><br>
</i></b></div></div><br>
<div><div><b><i>CAYUSE COMPANY:</i></b></div><div><br>
Cayuse Commercial Services</div></div><div><div><b><i><br>
LOCATION</i></b></div><div><br>
Remote</div></div><div><div><b><i><br>
SALARY:</i></b></div><div><br>
$19.50-20.50</div></div><div><div><b><i><br>
EMPLOYEE TYPE:</i></b></div><div><br>
Full-Time Hourly Non-Exempt</div></div><div><div><b><i><br>
TRAVEL</i></b></div><div><br>
No</div></div><div><div><b><i><br>
RELOCATION</i></b></div><div><br>
No</div></div></div><div></div><div><b><br>
The Work</b></div><div>
The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.</div><div>
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.</div><br>
<div></div><ul><li>
Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests</li><li>
Operates within established guidelines and procedures to independently deliver a full range of services to the customer
</li><li>Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool</li><li>
Provide assistance and information to the customer in a prompt manner</li><li>
Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters</li><li>
Mobile telephony and device support</li><li>
Video Conference Unit Troubleshooting</li><li>
IP Telephony setup and support
</li><li>Creation of end user accounts and setting permissions</li><li>
Provide end user device management and support, including desktops, laptops, and PDAs</li><li>
Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications</li><li>
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)</li><li>
Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team</li><li>
Manages continuous improvement through ongoing collection of data and information regarding customer requirements
</li><li>Monitor and report on performance of IT systems and services</li><li>
Understand and responds to others&rsquo; using active listening skills and tactful communication</li><li>
Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
</li><li>Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication</li><li>
Ensures customer satisfaction through follow up and special efforts</li><li>
Resolve issues following the parameters and guidelines of the client
</li><li>Identify potential system problems and escalate to department contact for resolution</li><li>
Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness
</li><li>Assist new employees with training through shadowing opportunities and explanation of work process</li></ul><br>
<div></div><ul><li>
Other duties as assigned.</li></ul><div><b><br>
Here&rsquo;s What You Need</b>
</div><ul><li>High school diploma or GED required.
</li><li>Experience preferred Service Desk or Customer Service experience</li><li>
Three (3) to five (5) years of experience in computer systems, customer support or IT support.</li><li>
Experience with ServiceNow IT Service Management System.</li><li>
Customer service experience and strong focus on customer satisfaction.
</li><li>Call center experience.
</li><li>Experience in a technology support organization</li><li>
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.</li></ul><div><b>
Minimum Skills:
</b></div><ul><li>Strong ability to speak with clarity and articulation
</li></ul><ul><li>Strong communication skills; both verbal and written.</li><li>
High degree of comprehension of the issues presented by customers.</li><li>
High degree of problem solving Internal/External Relationships.</li><li>
Apply discretion resulting in appropriate/desired resolutions.</li><li>
Ability to analyze issues and determine root cause and identify appropriate solutions.</li><li>
Ability to connect and build relationships with customers via virtual methods, phone, and email.</li><li>
Ability to independently problem solve.</li><li>
Effective listening skills including the cognitive ability to locate and convey requested information
</li><li>The ability to successfully handle customer requests and document in work management tools and applications
</li><li>Willingness to take initiative with attention to detail
</li><li>Proactive and flexible
</li><li>Must have positive attitude
</li><li>Tolerance to deal with difficult customers and stressful situations
</li><li>Fluidity to work well in teams as well as independently
</li><li>Ability to take phone contacts and answer emails simultaneously
</li><li>Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
</li><li>Sound analytic and cognitive ability to troubleshoot technical problems
</li><li>Speaks with clarity, articulation, and is aware of own non-verbal communication
</li><li>Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
</li><li>Demonstrate ability to learn quickly and thrive in high-energy team environment
</li><li>Must be able to work independently, as well as with a team
</li><li>Ability to function in a diverse work environment.
</li><li>Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.</li></ul><div></div><div><b><br>
Desired Qualifications:</b></div><ul><li>
Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.</li></ul><div></div><div><b><br>
Our Commitment to you / overview of benefits
</b></div><ul><li>Medical, Dental and Vision Insurance; Wellness Program</li><li>
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)</li><li>
Short-Term and Long-Term Disability options</li><li>
Basic Life and AD&amp;D Insurance (Company Provided)</li><li>
Voluntary Life and AD&amp;D options</li><li>
401(k) Retirement Savings Plan with matching after one year</li><li>
Paid Time Off</li></ul><div></div><div><b><br>
Reports to: Delivery Manager</b></div><div></div><div><b><br>
Working Conditions
</b></div><ul><li>Professional remote office environment.</li><li>
Must be physically and mentally able to perform duties extended periods of time.</li><li>
Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
</li><li>Must be able to establish a productive and professional workspace.</li><li>
Must be able to sit for long periods of time looking at computer screen.</li></ul><ul><li>
May be asked to work a flexible schedule which may include holidays.</li><li>
May be asked to travel for business or professional development purposes.</li><li>
May be asked to work hours outside of normal business hours.</li></ul><div></div><p><b><br>
Other Duties: </b><i>Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></p><div><b><i>
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.</i></b></div></div><p></p>

Service Desk Agent

NTT DATA

<div><p><b>Make an impact with NTT DATA</b><br>
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion &ndash; it&rsquo;s a place where you can grow, belong and thrive.</p><p></p><div><b>
Your day at NTT DATA</b><br>
The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and / or administrators).<br>
<br>
This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.</div><div><b><br>
Key responsibilities:</b><ul><li>
Responsible for managing a team of junior service desk agents and / or administrators.</li><li>
Ensures resource allocation, attendance, effective achievement of KPI&rsquo;s and planning activities.</li><li>
Contributes to the process of managing tickets or calls logged at the service desk.</li><li>
Ensures all incidents which are logged, are accurately registered and categorized.</li><li>
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.</li><li>
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.</li><li>
Be expected to take ownership and resolve or further escalate escalated incidents.</li><li>
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.</li><li>
Ensures relevant actions have been logged to enable tracking.</li><li>
Monitors the performance of the team and identifies any training/ coaching intervention required.</li><li>
Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.</li><li>
Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.</li><li>
Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.</li></ul></div><div><b><br>
To thrive in this role, you need to have:</b><ul><li>
Some understanding of the vast range of IT operations and company service offerings</li><li>
Displays good levels of client engagement and service orientation.</li><li>
Demonstrates operational team management skills and ability to effectively manage the resources that report to them.</li><li>
Good collaboration skills and ability to interact professionally.</li><li>
Some understanding of project management principles</li></ul></div><div><b><br>
Academic qualifications and certifications:</b><ul><li>
Bachelor's degree or equivalent in information technology or related field.</li><li>
Relevant technical certifications preferred.</li><li>
ITIL v4 specialist certification and knowledge is required.</li></ul></div><div><b><br>
Required experience:</b><ul><li>
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment.</li><li>
Entry level team management/leadership experience.</li><li>
Demonstrable experience leading a team of service desk agents preferably within a global technology organization.</li></ul></div><p></p><p><b>
Workplace type</b><b>:
</b></p>On-site Working<p></p><p><b>
About NTT DATA</b><br>
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world&rsquo;s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&amp;D.</p><p></p><p><b>
Equal Opportunity Employer</b><br>
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.</p><p></p><p><b>
Third parties fraudulently posing as NTT DATA recruiters</b></p><p>
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters&mdash;whether in writing or by phone&mdash;in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an <b>@nttdata.com</b> email address. If you suspect any fraudulent activity, please <i>contact us</i>.</p></div>

Team Lead, Managed Services Client Service Desk

Search 10000+ Service desk manager jobs near you this April. New roles added regularly across leading industries. Apply today.