Service Desk Manager Napoli

Service Desk Manager
Napoli
Campania, Napoli

Key Responsibilities: Act as the first point of contact for IT support requests. Troubleshoot and resolve technical issues or escalate them to the appropriate teams. Maintain high levels of customer service and ensure timely resolution of tickets. Define and monitor Service Level Agreements (SLA) and Operational Level Agreements (OLA). Analyze performance data to ensure the Service Desk meets required service levels. Collaborate with stakeholders to improve service delivery and efficiency. Maintain and update process documentation, procedures, and solutions in a structured knowledge base. Ensure Service Desk agents have access to accurate and up-to-date guides and troubleshooting documentation. Promote knowledge-sharing initiatives to enhance efficiency. Monitor user satisfaction levels and collect feedback to improve service quality. Implement post-ticket surveys and feedback mechanisms to enhance the user experience. Analyze customer feedback and propose improvements to IT support services. Identify trends and inefficiencies through operational data analysis. Develop reports and dashboards to track key performance metrics (resolution time, ticket volume, SLA compliance, etc. ). Provide data-driven insights to improve service desk operations. Enhance the user portal for request management and self-service capabilities. Optimize accessibility and usability based on user behavior analysis. Develop and implement self-service solutions to reduce dependency on live support. Skills: Bachelor's degree in IT, Business Administration, or a related field (preferred). Experience in IT service management, customer support, or data analysis, depending on the role. Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Familiarity with ITIL frameworks and service management tools (preferred for some roles). Knowledge of data visualization tools (Power BI, Tableau) for reporting roles. UX/UI design experience for Self-Service Specialists.