Title:  SLA Service Desk Manager

Job Purpose

The SLA/Service Desk Manager is responsible for overseeing the service desk operations, ensuring the delivery of high-quality IT support services, and managing Service Level Agreements (SLAs) to meet organizational needs. This role involves leading a team of service desk analysts, optimizing workflows, and implementing best practices to enhance customer satisfaction and operational efficiency. 

The ideal candidate will demonstrate proficiency in technical matters while also excelling in communication and collaboration with various stakeholders. A commitment to exceptional customer service and continuous improvement will be essential in driving the organization toward its goals, making your contributions vital for both team success and overall client satisfaction. 

Technical Accountabilities

Service Desk Management: 

• Oversee daily operations of the service desk, ensuring timely and effective resolution of incidents and requests. 
• Implement and maintain service desk processes and procedures in alignment with industry standards. 

SLA Management: 

• Define, monitor, and report on SLAs, ensuring compliance with agreed-upon metrics and standards. 
• Collaborate with stakeholders to establish realistic and achievable SLAs that reflect business priorities. 

Team Leadership: 

• Lead, mentor, and develop the service desk team, fostering a culture of continuous improvement and professional growth. 
• Conduct regular performance reviews and provide constructive feedback to team members. 

Customer Focus: 

• Ensure a customer-centric approach by actively listening to feedback and addressing concerns to enhance service delivery. 
• Develop and maintain relationships with key stakeholders to understand their needs and expectations. 

Incident and Problem Management: 

• Oversee incident management processes, ensuring incidents are logged, categorized, prioritized, and escalated appropriately. 
• Drive problem management initiatives to identify root causes and implement preventive measures. 

Reporting and Analysis: 

• Prepare and present regular reports on service desk performance, SLA compliance, and customer satisfaction metrics. 
• Analyze trends in service desk activity to identify opportunities for improvement and efficiency. 

Continuous Improvement: 

• Lead initiatives to enhance service desk technology, tools, and processes. 
• Stay abreast of industry trends and best practices to ensure the service desk remains competitive and effective. 

Administrative Accountabilities

Managerial Accountabilities

Measures

Communication and working relationships

Job latitude / decision making authority

Knowledge, skills and abilities (KSA's)

• Bachelor’s degree in information technology, Computer Science, or a related field. 
• 7- 10 years of experience in IT service management, with a focus on service desk operations. 
• Proven experience in managing SLAs and service desk teams. 
• Strong understanding of ITIL framework and best practices. 
• Solid technical background with an ability to give instructions to a non-technical audience 
• Customer-service oriented with a problem-solving attitude 
• Excellent communication, leadership, and interpersonal skills. 
• Proficient in service desk software and ticketing systems. 
• Relevant certifications (such as ITIL, or similar) are a plus. 

Competencies