Senior IT Service Desk Manager

- Lead and mentor a team of IT Service Desk analysts and technicians across various locations. - Develop and implement service desk strategies that align with business objectives and IT service management best practices. - Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and performance metrics to ensure outstanding service delivery. - Oversee the daily operations of the IT Service Desk to ensure timely incident resolution and service requests. - Implement ITIL-based processes for incident, problem, and request management. - Manage escalations effectively and ensure root cause analysis is conducted for recurring issues. - Evaluate and enhance service desk tools, ticketing systems, and knowledge bases. - Collaborate with infrastructure, application, and cybersecurity teams to provide seamless support and integration. - Promote a customer-first culture to ensure end-users receive prompt, friendly, and efficient support. - Create training programs and self-service resources to empower users and decrease ticket volume. - Ensure adherence to internal policies, security standards, and regulatory requirements. - Prepare regular performance reports for senior leadership, detailing service desk performance, trends, and initiatives for improvement. - Develop and execute a roadmap for AI-driven and automated service desk solutions, including chatbots and virtual agents. - Identify opportunities for task automation to minimize manual efforts and enhance incident resolution efficiency. - Stay updated on emerging AI and automation trends, assessing their relevance to service desk operations. - Utilize AI-driven analytics to monitor service desk performance and address potential issues proactively. - Advocate for the use of machine learning models to analyze ticket data, pinpoint recurring problems, and suggest process enhancements.