Senior Manager Service Desk

We are seeking a highly experienced and strategic Senior Service Desk Manager to oversee the help desk operations in our head office, warehouse and retail stores. The Senior Service Desk Manager will be responsible for managing a team of help desk associates, ensuring efficient and effective handling of technical inquiries, and implementing help desk policies and procedures.

Key Responsibilities:
• Manage a team of help desk associates, including hiring, training, scheduling, and performance management.
• Experience in establishing a best in class ITSM with all aspects of ticketing, asset management, knowledge & change management.
• Ensure that all technical inquiries and issues are handled in a timely and professional manner, resolving problems as quickly and efficiently as possible.
• Develop and implement help desk policies and procedures that ensure high-quality technical support and operational efficiency.
• Monitor help desk metrics and KPIs to identify areas for improvement and implement strategies to address them.
• Collaborate with other departments to ensure the help desk is aligned with overall business objectives.
• Stay up-to-date with the latest technology trends and best practices related to help desk management in a retail environment.
• Manage the implementation of new technology projects and systems, working with vendors and internal teams to ensure successful rollouts and training.
• Work with external vendors and service providers to ensure smooth and efficient technical operations in the stores.

Qualifications:
• Bachelor's degree in Information Technology or related field preferred.
• 5+ years of experience in a technical support or help desk management role, preferably in a retail environment.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and interpersonal skills, with the ability to interact with customers and employees at all levels.
• Proven track record of improving help desk operations and customer satisfaction.
• Familiarity with help desk software and ticketing systems.
• Ability to work in a fast-paced environment and handle multiple priorities.

If you are a strategic, results-driven, and technically proficient individual who enjoys leading a team and improving help desk operations, we encourage you to apply for this exciting opportunity.