IT Operations Manager

Job Description• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards. • Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team. • Leads the team to perform service recovery in the event of issues. • Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave. • Mentor, provide guidance and support to the Service Desk team. • Lead and develop the service desk team, including hiring, training, and performance evaluations. • Ensure the team knows how to use the provided ESM tool (e.g.ServiceNow) effectively for ticket management and service delivery. • Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow. • Identify and implement improvements along with updating of documentation for service desk processes and procedures. • Foster a customer-centric culture within the team, emphasising excellent customer service. • Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports. • Suggest and implement service improvement plans to enhance service delivery and employee satisfaction. • Provide suggestions to the EDX team on what to update in the IT ServiceDesk playbook, ensuring it is comprehensive and current. • Stay relevant with industry trends and best practices, integrating them into the service delivery strategy. • Adhere to ITIL processes and frameworks, ensuring best practices in IT service management. b. Education• Degree in Computer Science, Information Technology, or a related field. c. Certifications• ITIL 4 Foundation Certification • ITIL 4 Intermediate / Expert preferred • Project Management Professional (PMP) or similar will be an added advantage. d. Technical Skills• Strong understanding of minimally end user computing devices, M365applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage • Proficiency in using ESM tools such as ServiceNow. e. Experience• Prior experience in a service delivery or IT management role within a corporate environment. • Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.