Job Description

The Service Manager is responsible for overseeing the Helpdesk Service Department, ensuring smooth day-to-day operations, delivering high-quality service, and fostering a positive team culture. This role requires strong leadership, problem-solving skills, and the ability to balance immediate service needs with long-term improvements.

Key Responsibilities

• Service Delivery & Performance Management
• Oversee daily operations of the Helpdesk team to ensure quick response times and efficient service delivery.
• Monitor performance metrics like response and resolution times, as well as customer satisfaction (CSAT), to drive ongoing improvements.
• Ensure the team is properly resourced to manage service ticket volume and address escalations effectively.
• Serve as the primary point of contact for high-priority incidents, ensuring rapid resolution and clear communication with stakeholders.

Team Leadership & Development

• Lead and support Pod Managers to optimize team performance and service delivery.
• Create and maintain a collaborative, positive environment that fosters growth and professional development.
• Conduct regular one-on-one meetings with direct reports to offer feedback, discuss career goals, and provide guidance on career progression.
• Oversee talent development and ensure a clear career path and structured promotion opportunities for team members.

Client & Stakeholder Management

• Communicate clearly with VIP clients and executives, translating complex technical issues into understandable solutions.
• Lead de-escalation efforts in sensitive client situations, maintaining a professional and solution-oriented approach.
• Work closely with other departments to ensure smooth transitions from projects to service operations.

Process Improvement & Strategic Execution

• Regularly evaluate and refine service processes to ensure they are efficient and up-to-date.
• Identify and address recurring issues, collaborating with cross-functional teams to implement preventive solutions.
• Participate in EOS meetings, working with the Service Director to align and execute key strategic initiatives for service growth and improvement.

Operational Oversight & Decision-Making

• Manage and update the on-call schedule to ensure the team is adequately staffed for support needs.
• Make informed decisions during after-hours situations, coordinating cross-department approvals as needed.
• Balance urgent tasks with long-term goals, prioritizing effectively to meet the needs of both the team and clients.

Qualifications & Skills

• 5-7 years of proven experience in IT service management or a related field, with a demonstrated ability to lead teams effectively.
• Strong analytical skills and experience interpreting data to drive performance improvements.
• Excellent communication skills, particularly when dealing with high-priority client interactions.
• Ability to manage escalations with professionalism, meeting both team and client expectations.
• Skilled in multitasking and prioritization, particularly in fast-paced, dynamic environments.

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