Service Desk Manager

Job Reference: 23851-Service Desk Manager
Company: RecruitArab - recruiter
Industry: Pharmaceuticals
Job Title: Service Desk Manager

Location: Dubai, UAE

Industry: Pharmaceuticals

Closing Date: 2024-09-29

Email Application to: apply@emiratesrecruiter.com

We are seeking a highly skilled and experienced Service Desk Manager to join our team in Dubai within the pharmaceutical industry. The Service Desk Manager will be responsible for overseeing the daily operations of the service desk team and ensuring timely resolution of technical issues to maximize efficiency and customer satisfaction.

Key Responsibilities:
- Manage and lead a team of service desk technicians to provide first level support to internal users
- Establish and maintain service level agreements (SLAs) to ensure timely resolution of technical issues
- Monitor and analyze service desk performance metrics to identify areas for improvement
- Implement and maintain best practices for incident management and problem resolution
- Collaborate with other IT teams to escalate and resolve complex technical issues
- Develop and maintain knowledge base and documentation for common technical issues
- Provide training and mentorship to service desk technicians to enhance their skills and knowledge
- Implement and manage IT service management tools to streamline service desk operations
- Stay current on industry trends and best practices in service desk management

Requirements:
- Bachelor's degree in Information Technology or related field
- [Number] years of experience in service desk management within the pharmaceutical industry
- Strong technical skills in troubleshooting and resolving technical issues
- Excellent communication and interpersonal skills
- Proven leadership and team management skills
- ITIL certification is a plus

If you are a proactive and results-driven individual with a passion for providing excellent customer service in a fast-paced environment, we would love to hear from you. Please send your resume and cover letter to apply@emiratesrecruiter.com by the closing date.


Please inculde this job reference [23851-Service Desk Manager] in the email when you send your application.

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