Senior Service Desk Manager

Overview

Lead IT service desk, ensure support excellence and drive continuous improvement.

Key Responsibilities

• itsm tools
• incident management
• knowledge management
• service desk
• process automation
• sla management

Tasks

-Act as the primary point of contact for all IT support needs for executives and VIPs, providing immediate, high-priority assistance to minimize downtime. -Analyze service trends and user feedback to identify opportunities for service enhancement. -Foster a collaborative, inclusive, and accountable work environment. -Promote user satisfaction through transparent communication, proactive updates, and service excellence initiatives. -Lead the IT Service Desk function, ensuring consistent delivery of high-quality IT support across multiple regions and time zones. -Oversee all incident, request, and problem management processes to ensure efficient service restoration and request fulfilment. -Partner with business stakeholders and IT leadership to align service delivery with organizational priorities. -Mentor and develop service desk leads and analysts to build a high-performing, customer-focused team. -Develop and maintain ITIL-aligned processes, policies, and documentation. -Develop and maintain a robust knowledge management system to improve first-call resolution rates. -Drive a culture of continuous improvement through process automation, self-service adoption, and root cause analysis. -Ensure effective use of ITSM tools (e.g., BMC Remedy, Jira Service Management). -Establish clear performance metrics (SLAs, KPIs) and ensure compliance with organizational standards. -Define and execute the service desk strategy aligned with business goals and IT service management best practices. -Manage staffing, capacity planning, and skill development for service desk teams. -Collaborate with infrastructure, applications, and security teams to ensure seamless support escalation and resolution.

Requirements

• itilv4
• pmp/prince2
• activedirectory
• microsoft365
• av tech
• 10+ years

What You Bring

-Education: Bachelor’s or master’s degree in information technology, Computer Science, or related field. -Certifications (Preferred): -Proven ability to handle high-pressure situations and prioritize effectively. -Experience in AV Technology (Zoom, MS Team, Cisco Webinar, Avaya) -Point person for all executive escalations including board room A/V technology. -Strong understanding of Windows, macOS, and Linux operating systems. -Excellent communication and stakeholder engagement skills. -Analytical mindset with data-driven decision-making capability. -Expertise in managing Active Directory, Group Policy, Exchange/Outlook, Microsoft 365, and Intune and JAMF environments. -Strong leadership and people management abilities. -PMP or PRINCE2 (desirable) -ITIL v4 Managing Professional or Expert -Experience: At least 10 years of progressive experience in IT service management, with at least 7 years in leadership or managerial roles.

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About Bloom Energy

-Revolutionized power generation with cutting-edge fuel cell technology. -Produces clean and reliable electricity for businesses, governments, and utilities. -Designs technology to reduce emissions and provide energy independence. -Deployed fuel cell systems across healthcare, data centers, and manufacturing. -Technology is scalable and integrates into applications from small businesses to large industrial operations. -Seen as a solution to energy resilience and sustainability challenges. -Mission is to create a cleaner, more secure energy future by disrupting traditional power generation.

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