Service Desk Operations Manager
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职位介绍
The Service Desk Operations Manager leads, develops, and improves the Service Desk functions within enterprise environments, ensuring high performance and customer satisfaction. They implement ITIL-aligned practices and oversee incident management, service request fulfilment, and escalation procedures, utilising platforms like ServiceNow. The role involves driving process improvement, automation, and shift-left strategies to enhance operational efficiency and service quality. The manager collaborates with technical teams and stakeholders to align services with business needs, fostering a proactive approach to support operations. Strong leadership, communication, and stakeholder management skills are essential for success in this senior operational role.
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