Software Application Service Desk Manager

As a Software Application Service Desk Manager at Netcompany-Intrasoft, you will supervise and mentor a team of service desk analysts, oversee ticketing systems, implement ITIL 4 service management processes, and maintain customer satisfaction by effectively handling service-related issues and escalations.

To excel as a Software Application Service Desk Manager at Netcompany-Intrasoft, candidates should possess a Bachelor’s degree in IT or Computer Science, have at least 5 years in IT support with 2 years in a leadership role, a solid understanding of ITIL 4, and familiarity with ITSM tools like JIRA.

The work culture at Netcompany-Intrasoft fosters a vibrant and diverse environment. As a Software Application Service Desk Manager, you'll be part of a supportive team that encourages personal growth and professional development, promoting collaboration on large-scale projects that directly benefit society.

Netcompany-Intrasoft offers robust career growth opportunities through personalized development plans, continuous learning resources like unlimited access to Udemy for Business, and significant exposure to challenging projects that enhance technical and leadership skills for Software Application Service Desk Managers.

As a Software Application Service Desk Manager at Netcompany-Intrasoft, you can expect a competitive compensation package, a hospitalization plan, a hybrid working model, meal and commuting allowances, and well-being activities aimed at promoting a balanced work-life experience.

To effectively manage a team of service desk analysts, I would focus on fostering open communication, setting clear expectations, encouraging continuous training, and promoting a culture of collaboration and support, ensuring everyone feels valued and engaged.

In my previous role, I was actively involved in implementing ITIL best practices by designing processes that aligned with IT service management, focusing on incident management and service request fulfillment to enhance service quality and efficiency.

I have experience with various ITSM tools, particularly JIRA, which I have used for ticket management, reporting, and workflow optimization. I also understand the importance of maintaining an efficient knowledge base for end-users.

When handling escalated issues, I first assess the situation to understand the complexities involved, then I communicate transparently with stakeholders, implement necessary troubleshooting steps, and follow up to ensure resolution and customer satisfaction.

To ensure high customer satisfaction, it's crucial to foster a responsive and empathetic service desk culture, implement feedback loops for continuous improvement, and invest in training staff to enhance their communication skills and technical acumen.

I focus on automating repetitive tasks, implementing self-service options for users, and utilizing performance metrics to identify bottlenecks, thus streamlining processes and enhancing the overall efficiency of the service desk.

One significant challenge was managing peak demand during a system outage. I addressed this by reallocating resources, maintaining clear communication with the team, and prioritizing critical incidents to ensure swift resolutions.

Keeping the team motivated involves recognizing individual contributions, providing opportunities for professional development, and encouraging teamwork through engaging activities—creating an environment where everyone feels like an integral part of our successes.

I consider KPIs such as average response time, ticket resolution time, customer satisfaction scores, and the volume of tickets resolved at first contact as essential metrics to assess service desk performance.

My approach to mentoring junior staff involves providing hands-on training, establishing trust through open communication, and creating learning opportunities that allow them to grow their skill set while aligning with the service desk’s goals.