Service Desk Manager at HighSpeed Office Kenya (HSO Kenya)

Are you an experienced and passionate leader with a knack for problem-solving? Do you thrive in a fast-paced environment and possess excellent communication skills? If so, we have the perfect opportunity for you! Our company is currently seeking a highly motivated and skilled Service Desk Manager to join our team.

Responsibilities:

• Lead and manage a team of service desk professionals, providing guidance, support, and mentorship to ensure outstanding customer service delivery.
• Develop and maintain service desk policies, procedures, and standards, ensuring effective and efficient operations.
• Monitor service desk performance, analyzing metrics to identify areas of improvement and implementing appropriate strategies to increase customer satisfaction.
• Act as the primary point of contact for escalated customer issues, ensuring timely resolution and effective communication.
• Collaborate with cross-functional teams to identify and implement process improvements, aiming to enhance service desk efficiency and effectiveness.
• Oversee the development and delivery of service desk training programs, ensuring the team is equipped with the necessary skills and knowledge to deliver exceptional support.
• Stay up-to-date with industry best practices and emerging technologies, applying relevant knowledge to continuously improve service desk operations.

Requirements:

• 5+ years of experience in a service desk or IT support role, with at least 2 years in a managerial capacity.
• Strong leadership skills and the ability to motivate and inspire a team.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills, with a customer-centric approach.
• Proven experience in managing SLAs, KPIs, and metrics to drive service improvement.
• Knowledge of ITIL framework and best practices.
• Familiarity with service desk software systems and tools.
• Ability to work in a fast-paced, dynamic environment, while maintaining attention to detail.
• ITIL certification is a plus.

If you are a driven and dedicated professional with a passion for delivering exceptional customer service, we would love to hear from you. Join our team and take the next step in your career!

To apply, please submit your resume and a cover letter detailing your relevant experience and why you believe you are the perfect fit for this role.