Service Desk Manager

Lead, mentor, and develop a team of service desk professionals, ensuring they are well-equipped to handle IT support requests efficiently and professionally.

Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).

Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.

Escalation & Issue Resolution

Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complicated technical problems.

Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed-upon performance targets.

Track service desk performance metrics...