Core Responsibilities of a Service Desk Manager

1. Team Leadership & People Management

• Supervision and Mentoring: Guide, train, and coach service desk analysts; conduct performance reviews.
• Workload Balancing: Manage call/chat/ticket queues, redistribute tasks to maintain optimal response times.
• Culture Building: Foster a customer-focused, proactive support environment.
• Performance Tracking: Monitor KPIs and conduct appraisals.
• Resource Scheduling: Plan shift rotas for coverage, including out-of-hours support.
• Compliance: Ensure daily adherence to organizational and security standards. (RE: TOS- O...er Marcelo | Outlook)

2. Service Delivery & Operations

• Escalation Point: Act as the first contact for complex or high-priority incidents.
• SLA Compliance: Ensure response and resolution times m...