Primary tasks of a Service Desk Team Manager include:

Lead by example.

Ensuring the effective management of all service tickets processed by the service desk. Including ensuring effective notes, time recording and closure of service tickets take place.

Continue to build and improve the stature of the service desk.

Ensuring adherence to security and other controls.

Ensuring adherence to KPI and SLA targets.

Help align service desk strategy to that of the wider organization.

Manage the service desk operation and take responsibility for performance, people satisfaction, and leadership and direction.

Assist with marketing and promotional activities.

Assisting oversight of any critical incident that is experienced.

Build the status of the Service Desk team(s).

Work with other Team Managers, Team Leaders, Duty Managers, and Service Delivery Managers to ensure positive outcomes for our customers.

Distribution communication(s) to all relevant party (ies) about planned and unplanned service disruptions.

Ensuring the effectiveness and relevance of the service desk policies, procedures, checklists, guides, etc.

The responsibilities of a Service Desk Team Manager include:

Manage and control the service desk and ensure that all operational requirements are delivered.

Ensure that staffing levels are maintained throughout operational hours and adequately resourced to reflect peaks and troughs in the workload.

Ensure the Service Desk is aware of changes and the potential effects on the delivery of services.

Support and advise Team Leaders.

Take direct responsibility for all service desk staff and advice and mentor them as required.

Help monitor and review of performance targets, produce and report on performance matrix, etc.

Assist in developing resource models, operational plans, and budgets that cover areas such as training, recruitment, and infrastructure.

Represent the Service Desk at meetings.

Assist with staff training and business awareness.

Communicate and form good working relationships, with senior management.