Service Desk Manager/ Operations Manager

Job Title: Service Desk Manager/Operations Manager

Location: Remote (Philippines)

Reports to: General Manager

Department: Service Desk

Job Overview:

The Service Desk Manager is responsible for overseeing the day-to-day operations of the service desk, ensuring prompt and efficient resolution of customer issues. The role includes managing service desk staff, refining processes, overseeing documentation, and ensuring service levels are met. The Service Desk Manager will also be responsible for maintaining accurate and up-to-date documentation related to customer infrastructure and managing network and network edge devices. This includes ensuring smooth operation and troubleshooting of firewalls, switches, access points, and other critical networking components.

Key Responsibilities:

Service Desk Operations:
Oversee the daily operations of the service desk, ensuring all customer requests, incidents, and tickets related to network and edge device issues are handled efficiently and within agreed SLAs (Service Level Agreements).
Manage the service desk team, including performance reviews, scheduling, and ensuring coverage for all shifts.
Implement and enforce best practices for service delivery, using industry-standard frameworks like ITIL.

Network & Edge Device Management:
Supervise the troubleshooting and support of customer network infrastructure, including managed firewalls, switches, routers, access points, and other edge devices.
Ensure the efficient operation, monitoring, and optimization of network configurations, focusing on security, performance, and scalability.
Collaborate with project engineers and technical staff to manage and troubleshoot Fortinet devices and other network equipment used in client environments.

Process Improvement & Automation:
Continuously review and refine service desk processes to improve efficiency and reduce resolution times, especially for network-related incidents.
Work with the technical team to implement automated workflows for common network tasks, reducing manual intervention and speeding up response times.

Team Leadership & Development:
Train, mentor, and develop service desk staff on network troubleshooting and other essential skills, ensuring they are equipped to handle complex customer environments.
Encourage a culture of proactive problem-solving, where service desk agents anticipate network issues and offer solutions before they escalate.

Documentation & Knowledge Management:
Ensure that all network and customer infrastructure documentation, including managed network edge devices, is updated regularly and stored securely.
Oversee the creation and maintenance of a knowledge base for common network issues and solutions, making it accessible to both service desk staff and customers.
Implement a version control system to track updates to network and customer documentation and ensure it is reviewed after any major project or change request.

Ticketing & SLA Management:
Monitor and manage ticketing system performance (e.g., Zoho Desk), ensuring network-related tickets are assigned correctly and escalated as needed.
Track key performance indicators (KPIs) such as ticket response times, resolution rates, and customer satisfaction, particularly for network edge device issues.
Provide regular reports on service desk performance and identify areas for improvement.

Collaboration with Other Teams:
Collaborate with the project management office (PMO), technical engineers, and other internal teams to ensure smooth handoffs and updates on ongoing network issues or projects.
Liaise with clients and ensure a customer-centric approach, managing expectations and addressing escalations related to network infrastructure promptly.

Security & Compliance:
Ensure the service desk follows best practices in network security, especially when managing firewalls and edge devices, ensuring proper configuration and protection against threats.
Maintain compliance with industry standards and regulations, including GDPR, HIPAA, or other relevant data protection laws, particularly in handling network security.

Customer Communication & Reviews:
Conduct regular customer reviews, ensuring service levels are being met and addressing any concerns or feedback related to network performance.
Implement a proactive communication strategy with customers, keeping them informed of any network changes, outages, or upgrades that may affect their operations.

Required Skills & Qualifications:

Experience in managing a service desk, operations, or a similar IT support role, preferably in an MSP or ICT environment.
Strong understanding of ITIL practices, service desk management best practices, and network infrastructure management.
Proven experience with networking technologies, including managed firewalls, switches, routers, access points, and network edge devices, preferably with Fortinet or similar equipment.
Familiarity with ticketing systems like Zoho Desk, ConnectWise, or similar.
Experience with team leadership and staff development.
Excellent organizational and communication skills, with the ability to handle escalations and customer concerns effectively.
Preferred Qualifications:

Experience in an MSP (Managed Service Provider) or ICT environment is highly desirable.
Knowledge of network edge device management and configuration, including experience troubleshooting issues with Fortinet, Cisco, or similar equipment.
Previous experience in handling service desk automation or process improvement initiatives.
Knowledge of technical documentation best practices and version control systems.

Benefits:

Competitive salary
Flexible working arrangements (remote)
Professional development and training opportunities
Opportunity to work with a growing MSP team