Service Desk Manager

Position Summary:

As a Service Desk Manager, you will play a crucial role in ensuring the smooth and efficient operation of our service desk. You will lead a team of support specialists, coordinate service requests, and work closely with various departments to resolve technical issues promptly. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for delivering outstanding customer service.

The job will be located in our Oslo office from the start, but there will be an opportunity to relocate to the US or Canada to build and manage the support organization in North America.

Key Responsibilities:

·      Manage and lead a team of service desk support specialists, providing guidance, training, and performance evaluations.

·      Establish and maintain service desk procedures, standards, and best practices to optimize efficiency and customer satisfaction.

·      Oversee the monitoring, tracking, and prioritization of service requests to ensure timely resolution.

·      Collaborate with the product and operations teams and other departments to escalate and resolve complex technical issues in a swift and efficient manner.

·      Continuously improve service desk processes and workflows to enhance overall efficiency and effectiveness.

·      Develop and analyze performance metrics and reports to track service desk performance and identify areas for improvement.

·      Ensure that service level agreements (SLAs) are consistently met and exceeded.

·      Foster a customer-centric culture within the service desk team, emphasizing empathy and professionalism in all interactions.

·      Manage vendor relationships and contracts related to service desk tools and technologies.

·      Stay updated on industry trends and emerging technologies to drive innovation within the service desk.

Qualifications:

·      Bachelor's degree in Information Technology, Computer Science, or a related field.

·      Excellent English oral an written. Proficiency in a Scandinavian language is a pluss.

·      Work visa in Norway – work VISA in the US/Canada is a pluss

·      Proven experience in a service desk or IT support role, with a minimum of 5 years of managerial experience.

·      Strong knowledge of ITIL framework and best practices.

·      Excellent leadership and interpersonal skills with the ability to motivate and mentor a team.

·      Exceptional problem-solving and analytical abilities.

·      Strong communication skills, both written and verbal.

·      Proficiency in service desk tools and ticketing systems.

·      A commitment to delivering outstanding customer service.

Benefits:

·      Competitive salary and performance-based bonuses

·      Key role in an exciting company and the opportunity to contribute to company’s success and growth through excellent customer experience

·      Professional development and potential for career advancement