IT SERVICE DESK MANAGER

OTI HOLDİNG A.Ş.

• Bachelor’s Degree in Information Systems, Business, Communications or related field, or equivalent experience in IT, help desk or help desk environments may be considered.
• Minimum of 5 years of experience managing a professional staff of mixed level help desk staff, (including hiring, coaching, developing, performance management, etc.).
• Experience of working as a Helpdesk Service Manager.
• Proven ability to manage and motivate a diverse team of professionals and diverse shifts, effectively overseeing effective staff levels, call volume and operational support.   
• Evidence of effective project management principals and methodologies.
• Evidence of analytical and problem-solving skills with the ability to prioritize and handle multiple complex projects and priorities.
• Demonstrated ability to build and maintain effective relationships with the team, customers and vendors and collaborate with all levels of the organization and peers to reach common goals.
• Demonstrate excellent verbal and written communication skills to a range of audiences; having the ability to effectively communicate with system users from a wide range of backgrounds to reach common goals.
• Demonstrated strong level of attention to detail and proven interpersonal skills.
• Evidence of ability to diffuse potentially hostile situations/conversations that results in identification of real issue, problem resolution and re-establishment of customer service.
• Demonstrated ability to promote positive customer service attitude among help desk teams; develop and maintain good relationships with customers by listening, understanding, and responding to the needs of the customer.
• Prior success rate of monitoring and managing effective customer service metrics.
• Management experience to include training, development, appraisals, conduct management and motivation of staff.
• Ability to manage demanding customer requests in a fast paced, agile environment.
• Technical implementation experience.
• Experience in implementing and monitoring SLAs and KPIs and ensuring they are adhered to.
• Ability to develop, implement and manage processes and procedures according to Best Practices. Proven People Management skills.
• Team work - professional communication and presentation skills - to be able to transfer knowledge clearly to the customer and internal teams.
• Good time management skills; proven ability to work to tight deadlines; flexible in work approach and working hours.
• Proactive in approach and able to use own initiative.
• The role may require domestic travel and will also require working outside of normal business hours 24/7 x 365.

İŞ TANIMI

• To manage the Support Desk and the Support Desk team, ensuring all incoming support requests are processed efficiently.
• Maintain accuracy and appropriate detail of information contained in the helpdesk call logging system.
• Escalation point for both staff and customers in relation to process or service failure and work with internal teams and customers to address such issues.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• To provide ongoing management and support to the service team.
• To ensure all SLA's and KPI's are met through regular reviews and audits.
• Ensure any 3rd parties involved in the managed services delivery to customers are delivering as expected/contracted.
• Provide monthly reporting to IT Service Management Director for all works carried out and Customer Service reports.
• Produce weekly/monthly ticket to success ratio performance reports for IT Service Management Director.
• Liaise with the Company's customer base as and when required.
• Ensure every team member has a detailed career progression plan with motivational targets and training program. Conduct regular performance evaluations.
• Investigate support problems and find solutions in a quick, effective and cost-effective manner.
• Identify improvements to reduce routine user queries and make recommendations to IT Service Management Director
• Motivate each individual in the team to achieve to the very best of their ability and exceed expectations.
• Facilitate regular (daily and weekly) department team meetings and reviews.
• To be available for out of hours cover as and when required.
• Analyze and resolve problems/queries relating to supported infrastructure including software and hardware.
• Perform basic system administration of supported systems and infrastructure as directed by IT Service Management Director.
• Observe and respond to various system management and monitoring tools as implemented and escalate or manage incidents or conditions as appropriate.
• Maintain various libraries, registers and records of key information and assets within the IT department.