- Lead and manage the service desk team, providing guidance, coaching, and mentoring to team members.
- Develop and implement service desk processes and procedures to ensure efficient and effective support delivery.
- Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
- Ensure timely resolution of service desk tickets and incidents, maintaining high levels of customer satisfaction.
- Oversee the administration and management of Office 365 services, including Exchange Online, SharePoint Online, and Teams.
- Implement best practices for Office 365 configuration, security, and compliance.
- Provide support and troubleshooting assistance for Office 365-related issues.
- Azure AD Management:
- Manage Azure Active Directory (AD) services, including user provisioning, authentication, and access management.
- Implement and enforce security policies and controls within Azure AD.
- Ensure proper integration of Azure AD with on-premises and cloud-based applications and services.
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Service Desk Senior Manager - Philippines, Pilipinas - OneAston by CBTW
4 araw ang nakalipas
Paglalarawan
Job Title: Service Desk Senior Manager
Job Summary:
We are seeking a highly skilled and experienced Service Desk Senior Manager to oversee and lead our service desk team. The ideal candidate will have extensive experience in managing service desk operations, with a strong background in Office 365 management, Azure Active Directory (AD), and Azure services. The Service Desk Senior Manager will be responsible for ensuring the smooth operation of our service desk, maintaining high levels of customer satisfaction, and driving continuous improvement initiatives.
Responsibilities:
Service Desk Management:
Office 365 Management:
Azure Services Management:
Assist in the management and administration of Azure services, including virtual machines, storage, and networking.
· Monitor Azure resources for performance, availability, and cost optimization.
· Collaborate with other teams to leverage Azure services for business initiatives and projects.
· Team Leadership and Development:
· Foster a culture of collaboration, accountability, and continuous improvement within the service desk team.
· Provide training and development opportunities to team members to enhance their skills and knowledge.
· Conduct performance evaluations and goal setting for team members.
Qualifications:
· Bachelor's degree in computer science, Information Technology, or related field.
· Proven 5++ years' experience in a service desk management role.
· Strong understanding of Office 365 administration and management.
· In-depth knowledge of Azure Active Directory (AD) and Azure services.
· Excellent leadership, communication, and interpersonal skills.
· Ability to prioritize tasks and manage multiple projects simultaneously.
· Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, or equivalent.
