Do you know why your IT guys are Stressed Out & Exhausted? Find out now!

NSPL SOlution Advisor

NSPL Service Desk Manager

The NSPL Service Desk Manager is a critical role in any IT Service Management operation. They are responsible for managing the day-to-day activities of service-desk services to ensure users and business teams receive the support they require. The role is part of general management, part service operations and special part projects – the service desk manager wears many hats. In addition to managing a potentially significant staff of support agents, the service desk manager also monitors processes to make sure tickets are addressed promptly, as well as serving as the service-desk liaison to major business-impacting initiatives.

The service desk manager is also the head of a critical IT service-management function that processes a huge volume of service requests each time. The service desk manager is liable for smooth operations that SLAs are being met, and service-desk customers are satisfied with the assistance they are receiving. He or she is actively associated with the day-to-day activities of his or her team, with direct responsibility for service desk performance. Everyday service operations activities for the service desk manager include:

1. Mentoring

2. Escalations

3. Executive communications

4. Workload balancing

5. Operational performance monitoring

6. Continuous improvement

7. SLA compliance

8. Managing shift hand-offs