It Service Desk Manager

Description:

The role holder will be part of the Central IT function and will support our Central IT Service Desk Manager with IT Service delivery across the Menzies Aviation Network. The IT Service Desk Manager (Pakistan) will be responsible for ensuring all incidents and requests are handled effectively and efficiently within the SLA's to deliver customer satisfaction.

What You Will Be Doing
 

• Management of end to end Incident and Request processes, ensuring tickets are handled within the required SLA's.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Draft the Service Desk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service.
• Monitor the performance of the Service Desk through the development of SLAs and KPI's and report against them on a regular basis to drive team performance.
• Analyse the impact of new services or changes to services on the Service Desk and develop solutions as appropriate to provide service including resourcing, hours of service, skills transfer, development of the knowledge base etc.
   

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security & compliance.

What We Are Looking For
 

• A thorough understanding of the strategic vision for the service desk and ability to set the long-term direction of the team.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Expert knowledge of ITIL disciplines
• Ability to market and promote the service and to advocate for necessary resources, support, and appreciation for the service desk.
• Experienced Service Desk professional with 5 years' experience running a global service desk environment.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills.
• Able to work under pressure and meet deadlines.
• Able to demonstrate a high degree of flexibility.