Service Desk Manager

Job Reference: 30540-Service desk manager
Company: RecruitArab - recruiter
Industry: Financial Services
Job Title: Service Desk Manager
Location: Dubai, UAE
Sector: Financial Services
Closing Date: 2024-10-02
Application Email: apply@recruiteramerica.com

Job Description:

We are seeking a highly motivated and experienced Service Desk Manager to lead our Service Desk team in Dubai, specializing in the financial services sector. The ideal candidate will possess a strong background in IT service management, exceptional leadership skills, and a deep understanding of the unique challenges faced by financial institutions. This is an exciting opportunity to join a dynamic organization and play a critical role in enhancing our IT service delivery and customer satisfaction.

Key Responsibilities:

- Leadership & Team Management:
- Lead, mentor, and develop a team of service desk analysts and support staff to ensure high levels of performance and customer service.
- Establish clear performance metrics and objectives for the team, providing regular feedback and support for professional development.

- Service Desk Operations:
- Oversee the daily operations of the Service Desk, ensuring efficient handling of incidents, requests, and escalations in line with established SLAs.
- Implement and maintain ITIL best practices and frameworks to enhance service delivery and operational efficiency.

- Incident & Problem Management:
- Manage the incident management process, ensuring timely resolution of issues while minimizing impact on business operations.
- Conduct root cause analysis for recurring issues and lead initiatives to resolve underlying problems.

- Customer Service Excellence:
- Foster a customer-centric culture within the Service Desk, ensuring that all interactions are handled professionally and effectively.
- Regularly engage with key stakeholders and customers to gather feedback and identify areas for improvement.

- Reporting & Analytics:
- Develop and maintain reporting mechanisms to track service desk performance, incident trends, and customer satisfaction metrics.
- Present findings and recommendations to senior management for continuous improvement.

- Collaboration & Communication:
- Collaborate with IT teams and other departments to ensure seamless communication and effective service delivery.
- Act as a point of contact for escalated issues, ensuring that communication with stakeholders is timely and transparent.

- Change Management:
- Participate in change management processes to assess the impact of changes on service delivery and coordinate any necessary training for the Service Desk team.

Qualifications & Requirements:

- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- A minimum of 5 years of experience in a service desk or IT support role, with at least 2 years in a management capacity, preferably within the financial services industry.
- Strong knowledge of ITIL framework and service management principles.
- Proven experience in leading and developing high-performance teams.
- Exceptional problem-solving skills and the ability to work under pressure.
- Excellent verbal and written communication skills in English; proficiency in Arabic is a plus.
- Familiarity with financial services applications and systems is highly desirable.
- Strong analytical skills with experience in reporting and data analysis.

What We Offer:

- Competitive salary and benefits package.
- Opportunities for professional growth and advancement within a dynamic organization.
- A collaborative and innovative work environment.

If you are a proactive and results-driven individual with a passion for IT service management and a commitment to excellence, we invite you to apply for the Service Desk Manager position. Please submit your resume and cover letter to apply@recruiteramerica.com by 2024-10-02.

We look forward to hearing from you!


Please inculde this job reference [30540-Service desk manager] in the email when you send your application.

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