Service Desk Manager

As a Service Desk Manager at Montu, your primary responsibilities include overseeing IT support operations, ensuring efficient ticket management, and driving process improvements across global teams. You'll also monitor key performance metrics, manage risks, and empower a high-performing team to foster a culture of growth and accountability.

To apply for the Service Desk Manager role at Montu, you should have a Bachelor's degree in Information Technology or a related field, along with 7-10 years of experience in IT service desk operations. Relevant certifications such as ITIL or CompTIA A+ are a plus, and strong leadership experience in multi-regional teams is essential.

Montu promotes continuous improvement in IT service desk operations through data-driven insights, collaboration with IT leadership, and a commitment to process automation. As Service Desk Manager, you will play a key role in identifying risks and advocating for enhancements that elevate service delivery standards.

At Montu, the Service Desk Manager is embedded in a highly motivated team that encourages innovation and creative ideas. You'll have access to the Greenhouse learning platform, which offers ongoing education through courses, mentoring, and exposure to a network of experts, all of which foster your career development.

As a remote Service Desk Manager at Montu, you enjoy flexibility and work-life balance along with access to co-working spaces. Additional benefits include mental health support, discounts with various retailers, home office equipment allowances, and opportunities for paid parental leave, making it an attractive work environment.

When prioritizing tasks on a busy service desk, it's essential to assess each ticket's urgency and impact on business operations. Establish clear criteria for priority levels and ensure that the team is trained on these guidelines to enhance efficiency. Use tools for tracking SLAs to stay organized and prioritize effectively.

My leadership style emphasizes collaboration and empowerment. I believe that by fostering open communication and encouraging team members to share their ideas, we can cultivate a work environment that inspires growth. I actively mentor my team while setting clear expectations and celebrating their successes.

In difficult customer situations, I maintain a calm demeanor and focus on active listening to understand their concerns fully. I empathize with their situation and aim to provide a solution that addresses their needs while ensuring that our processes are followed. It’s about building trust and showing commitment to their satisfaction.

Key metrics for evaluating service desk performance include ticket resolution time, SLA compliance, customer satisfaction ratings, and first contact resolution rates. These metrics provide insight into operational efficiency and areas for improvement, guiding strategic decisions to enhance service delivery.

To keep my remote team motivated, I prioritize regular check-ins, encourage open communication, and create virtual team-building activities that foster connection. Recognizing individual and team achievements also plays a vital role in maintaining morale while offering opportunities for professional development.

My approach to process improvement in IT support involves regularly reviewing workflows and soliciting feedback from team members. By analyzing performance data and identifying bottlenecks, I can advocate for changes that enhance efficiency and service quality while also implementing automation where possible.

Handling conflicts within my team involves addressing issues promptly and facilitating open discussions to understand differing perspectives. I encourage respectful communication and collaboration to find mutually agreeable solutions while maintaining team cohesion and a positive work environment.

I have extensive experience with SLA and KPI reporting, focusing on data analysis to track performance against targets. By presenting this information clearly to stakeholders, I can identify trends, highlight areas needing attention, and communicate improvements effectively to align with organizational objectives.

To improve customer satisfaction in service desk support, I focus on first-contact resolutions, ensuring timely responses, and actively gathering user feedback. By implementing changes based on customer input, I can identify pain points and continuously refine our service offerings to better meet their needs.

I stay updated with industry trends and best practices in IT service management by actively participating in professional networks, attending workshops, and following thought leaders in the field. Regularly engaging with forums and online courses also helps me bring fresh perspectives and innovative approaches to my role.