Service Support Manager

Position Summary

As the Service Support Manager, you will play a critical leadership role in managing and optimizing our service support operations, ensuring the highest levels of customer satisfaction and service excellence. Leveraging your ITIL training and extensive experience in IT service management, you will lead the implementation of ITIL best practices and principles, drive process improvements, and mentor and develop your team to achieve operational excellence.

Responsibilities and Duties

• Team Leadership: Lead, mentor, and develop a team of service support agents, providing guidance, coaching, and performance feedback to help them excel in their roles. Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Service Desk Management: Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of incidents, service requests, and problems. Monitor service desk performance metrics and implement strategies to optimize service delivery and meet SLA targets.
• Incident and Problem Management: Lead the management of incidents and problems, coordinating with internal teams and external vendors to identify root causes, implement workarounds and permanent solutions, and prevent recurrence. Drive the adoption of ITIL incident and problem management processes and procedures.
• Change Management: Manage the assessment, planning, and implementation of changes to IT systems and services, ensuring changes are properly documented, evaluated, and authorized in accordance with ITIL change management guidelines. Lead change advisory board (CAB) meetings and reviews.
• Service Level Management: Establish and maintain service level agreements (SLAs) with clients, monitor service performance against SLA targets, and implement corrective actions to address deviations and improve service quality. Conduct regular service reviews with clients to gather feedback and identify areas for improvement.
• ITIL Process Implementation: Drive the adoption and implementation of ITIL frameworks, methodologies, and best practices across the organization. Lead process improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
  Vendor Management: Manage relationships with external vendors and service providers, ensuring they deliver quality services and meet contractual obligations. Negotiate contracts, service level agreements, and pricing as needed.
• Documentation and Reporting: Maintain comprehensive documentation of IT processes, procedures, and knowledge articles. Generate reports on service desk performance, incident trends, and key metrics, and provide insights and recommendations for improvement.
• Customer Relationship Management: Build and maintain positive relationships with clients, serving as a trusted advisor and escalation point for complex technical issues. Communicate effectively with clients to provide updates on incident status, resolution timelines, and service improvements.

Qualifications

• ITIL Expert certification is required. Extensive knowledge of ITIL concepts, principles, and processes, with demonstrated experience implementing ITIL best practices in a service desk environment.
• Proven leadership and management skills, with experience leading and developing a team of service support professionals in a fast-paced environment. Ability to inspire and motivate team members to achieve their full potential.
• Strong technical aptitude and proficiency in IT service management tools and systems. Experience with incident, problem, change, and service level management processes preferred.
• Excellent English verbal and written communication skills, with the ability to communicate complex technical concepts clearly and effectively to clients and stakeholders of all levels.
• Analytical and critical thinking skills with the ability to analyse complex technical issues, identify root causes, and develop effective solutions. Experience with root cause analysis and problem management processes preferred.
• Strong collaborative and interpersonal skills, with the ability to work effectively as part of a team and collaborate with colleagues, clients, and stakeholders to achieve common goals.
• Exceptional organizational and time management skills, with the ability to prioritize tasks, manage workload effectively, and meet deadlines in a dynamic and demanding environment.
• Flexibility and adaptability to changing priorities, business needs, and client requirements. Willingness to embrace new technologies, tools, and methodologies.

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.