IT Service Desk Manager

The role holder will be part of the Central IT function and will support our Central IT Service Desk Manager with IT Service delivery across the Menzies Aviation Network. The IT Service Desk Manager (Pakistan) will be responsible for ensuring all incidents and requests are handled effectively and efficiently within the SLA’s to deliver customer satisfaction.

Main accountabilities include:

• Management of end to end Incident and Request processes, ensuring tickets are handled within the required SLA’s.
• Effectively managing, developing, and training the service desk team.
• Ensuring all processes and knowledge used by the service desk are thoroughly documented, and regularly reviewed.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Draft the Service Desk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service.
• Monitor the performance of the Service Desk through the development of SLAs and KPI’s and report against them on a regular basis to drive team performance.
• Analyse the impact of new services or changes to services on the Service Desk and develop solutions as appropriate to provide service including resourcing, hours of service, skills transfer, development of the knowledge base etc.
• Mentoring of the service desk team, providing training, and conducting performance evaluations
• Management of resourcing including rotas to support 24/7 service.
• Monitoring team performance and developing feedback reports for team members and management. Including regular 1-2-1 meetings with team members to evaluate performance, training gaps and development.
• End-of-end management of escalations.
• Coordinating and managing all relevant stakeholders, including the global service desk teams, 3rd party maintainers internal support teams, customers, and other teams that are involved in service desk operations.
• Part of the major incident management team on an on-call rota. Ensuring MIs are management end to end within SLA and stakeholders are regularly updated.

Safety, Security, Compliance and Wellbeing:

ALL Employees have a responsibility and duty whilst at work to:

• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Co-operate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety, or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
• Fully understand the company health and safety policy.
• Attend training courses as may be arranged by the Company.
• Engage with MORSE and follow our code principles.

Qualifications and Experience

• A thorough understanding of the strategic vision for the service desk and ability to set the long-term direction of the team.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Expert knowledge of ITIL disciplines
• Ability to market and promote the service and to advocate for necessary resources, support, and appreciation for the service desk.
• Experienced Service Desk professional with 5 years’ experience running a global service desk environment.  Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills.
• Able to work under pressure and meet deadlines.
• Able to demonstrate a high degree of flexibility.