Servicedesk Manager/ IT Support Manager

На данный момент Manager, Service Desk.

Мои компетенции и опыт

ABOUT ME

A Service Desk Manager with 15 years of experience in quality service, productivity, and team management. Trained in ITIL service management and business administration; possesses a high degree of integrity, and strong leadership qualities. Confident in managing stakeholders, including C-level and distributed customer support teams.

STRENGTHS

• Strong IT Service Management skills, Service Desk design (KPIs), SLAs / OLAs.
• Team Management: Hiring, Training, Mentoring, and Performance review of the support team.
• Incident management: Reporting, Escalation, and Incident resolution covering a 24/7 SD, ServiceNow, Jira
• Problem management: Root Cause analysis.