Deskripsi Pekerjaan
Join BSA Solutions Inc. as our IT Service Desk Manager and lead the frontline of technical support excellence. This pivotal role oversees daily IT service desk operations, ensuring seamless troubleshooting, diagnostics, and timely resolution of technical challenges across the organization. You'll manage a dynamic team of IT professionals while implementing service management best practices to optimize user experience and system reliability.
As a key strategic leader, you'll drive service desk efficiency through process optimization, performance metrics analysis, and continuous improvement initiatives. The position demands strong leadership capabilities to mentor staff, manage escalations, and foster a customer-centric culture. You'll collaborate cross-functionally with infrastructure, security, and application teams to deliver integrated IT solutions that align with business objectives.
BSA Solutions Inc. offers a competitive compensation package and an opportunity to shape IT service delivery in a growing organization. If you're passionate about technology leadership and service excellence, this role provides a platform to make significant impact.
Tanggung Jawab
- Oversee daily IT service desk operations including ticket management, incident resolution, and service level agreement monitoring
- Lead, mentor, and develop IT support staff through performance management, training, and career development initiatives
- Implement IT service management best practices (ITIL) and optimize service delivery workflows
- Manage service desk performance metrics to identify improvement opportunities and implement corrective actions
- Coordinate with infrastructure, security, and application teams for seamless IT service delivery
- Develop and maintain service desk documentation, procedures, and knowledge base resources
- Manage vendor relationships and third-party support services as required
- Conduct regular service reviews and provide strategic recommendations for IT service enhancement
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field (Master's preferred)
- Minimum 5 years of IT support experience with 3+ years in service desk management or team leadership
- ITIL Foundation certification or equivalent service management framework experience
- Strong technical aptitude across Windows, macOS, networking, and cloud technologies
- Proven experience managing IT service desk tools (ServiceNow, Jira, etc.) and ticketing systems
- Exceptional problem-solving skills with ability to diagnose complex technical issues
- Excellent communication and interpersonal skills with ability to manage stakeholder expectations
- Experience developing service level agreements and performance metrics