We are seeking a highly motivated and experienced Service Desk Manager to lead and oversee the day-to-day operations of a dynamic and high-performing IT support team.As the Service Desk Manager, you will play a critical role in ensuring the efficient resolution of user issues, managing service desk operations, and driving continuous improvements to enhance customer satisfaction and operational performance.Key Responsibilities for the Service Desk Manager:Team ManagementLead, mentor, and manage a team of service desk technicians, ensuring high levels of performance and engagement.Conduct regular performance evaluations, providing constructive feedback and fostering career growth.Develop and implement training programs to continually enhance team skills and expertise.Service Desk OperationsSupervise the daily operations of the service desk, ensuring timely and effective resolution of user issues.Monitor key performance indicators (KPIs) and service desk metrics to ensure adherence to service level agreements (SLAs).Maintain and optimize service desk processes to deliver consistent, high-quality service.Ensure calls are answered promptly, within 10 seconds.Process ImprovementIdentify areas of opportunity for enhancing service desk operations and implement solutions to drive increased efficiency.Create and maintain a knowledge base of common issues and resolutions to streamline support.Stay informed about the latest industry trends and IT service management best ..... full job details .....