Manager, Service Desk

Overview

Lead and optimize IT Service Desk and End User Support, ensuring SLA/KPI performance.

Key Responsibilities

• sla management
• kpi dashboard
• ticket audits
• sop repository
• escalation guide
• tool enhancements

Tasks

-Coaching logs available for all low perform -Define and publish initial SLA targets -Review and update team performance matrix monthly -Discuss patterns in escalations from the service desk with deferent teams. -Establish and maintain a business-facing escalation guide -Maintain centralized SOP repository with monthly audits -Conduct compliance audits -Maintain average agent performance is utilized efficiently -Reporting measured impacts of enhancements -Deliver monthly performance trend report to leadership -Ensure every team member has an annual Individual Development Plan -Create and maintain a service support impact register -Perform weekly audits of tickets per agent for quality review -Publish and review a monthly KPI dashboard shared with leadership -Track and reduce repeat escalations from VIP users -Conduct spot checks on random closed tickets regularly -Maintain escalations log -Ensure new hires complete onboarding checklist -Conduct coaching for team members below performance threshold -Summarizing how service desk KPIs and incident trends reflect or impact business priorities. -Insure effective resolution of tickets -Implement and track improvement plans -Define SLA Targets and maintain them at or above target% each month -Update or create SOPs -Host regular IT-business alignment meetings -Propose 2 tool or process enhancements per quarter -Deliver support strategy updates and how it’s affecting service growth -Conduct stakeholder interviews to define KPIs -Review and update ticket categories -Complete performance evaluations for all team members -Ensure daily shift coverage is planned and scheduled Conduct weekly huddles with team leaders

Requirements

• bachelor's
• itil
• servicenow
• agile
• leadership
• 3 years

What You Bring

-Bachelor's degree in computer science, information systems, or related certifications. -Strong interpersonal, influencing, collaboration and negotiation skills. -Minimum 3 years of experience in a Manager role. -Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM. -Strong communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences. -Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations. -Able to prioritize and execute tasks in a high-pressure environment. -Minimum 7 years of experience within IT Service Desk and Help Desk roles. -Achieve of mandatory training modules as per allocated time -Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment. -Strong analytical, verbal, and written communication skills. -Strong analytical, troubleshooting, and problem-solving skills -Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility. -Strong knowledge of ServiceNOW -Technological reviews with Gaps identifications -Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals. -Ability to drive innovation and continuous improvement in IT infrastructure services.

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About Quadreal Property Group

-Fuses in-house investment, development, and property management under one roof for agile, integrated projects. -Portfolio spans office towers, logistics hubs, shopping centres, and residential communities worldwide. -Hallmark projects blend global strategy with local character, reshaping cities while driving strong institutional returns.

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