Service Desk Manager

Your tasks

As the Service Desk Manager at i3D.net, you will lead and manage a team of 1st-line support professionals responsible for delivering 24/7 support to our global customer base. Your role involves ensuring that the Service Desk efficiently handles incoming tickets, escalates unresolved issues to relevant technical teams, and maintains proactive communication with customers regarding service monitoring. Additionally, your team will manage essential commercial and administrative tasks during business hours, such as providing quotes, pricing information, and processing account changes. You will define standards on how to monitor our services, ensure other departments follow these guidelines to make sure the team can monitor and support properly. All to ensure the smooth operation of our services and continuous improvement of the customer experience.

Team Leadership & Management

• Lead, mentor, and manage a 24/7 Service Desk team.
• Ensure team members are trained, equipped, and motivated to provide outstanding customer service and technical support.
• Monitor team performance, set goals, and provide regular feedback to foster development and growth.
• Ensure staffing schedules and coverage for all shifts, maintaining service availability around the clock.

Service Desk Operations

• Oversee the efficient handling of incoming customer tickets, ensuring timely resolution or escalation to relevant teams (e.g., Network Operations, Systems Engineers).
• Ensure adherence to SLAs (Service Level Agreements) and maintain high standards of customer communication and service delivery.
• Collaborate with technical teams to escalate issues that require specialized expertise and follow through on resolutions.
• Implement and refine processes for continuous improvement of service desk operations.

Proactive Communication & Monitoring

• Ensure the team proactively monitors i3D.net's services and initiates customer communication based on alerts or potential issues.
• Develop and manage procedures for notifying customers of incidents, outages, or maintenance schedules.
• Maintain accurate records of all communications and escalations for future reference and reporting.

Commercial & Administrative Support

• During business hours, ensure the team supports basic commercial tasks, such as creating quotes, providing pricing information, and assisting with customer inquiries.
• Manage administrative tasks such as processing service cancellations, account changes, and other customer requests. 
• Collaborate with the Sales and Finance teams to ensure accurate and timely processing of commercial tasks.

Continuous Improvement 

• Review and analyze customer feedback and support performance metrics to identify trends, areas for improvement, and implement corrective actions. 
• Contribute to strategic planning by identifying opportunities to enhance the efficiency of service desk operations and improve the overall customer experience.

Stakeholder Collaboration 

• Act as the main point of contact for escalations and critical issues within the service desk team. 
• Liaise with senior management and other department heads to align on service expectations and provide updates on ongoing issues. 
• Ensure alignment between the service desk and internal teams, fostering a collaborative environment.

Your profile

• 3+ years of experience in a technical support or service desk role, with at least 1 years in a leadership position.
• Experience managing a 24/7 support team in a high-paced, customer-centric environment.
• Familiarity with monitoring tools, ticketing systems (preferably JSM), and escalation procedures.
• Strong interest in, but preferably understanding of cloud infrastructure services and multiplayer video games.
• Experience with ITIL or similar service management frameworks is a plus.
• Great leadership and team management skills, with the ability to inspire and guide a diverse team.
• Excellent communication skills, both written and verbal, to engage with customers and internal stakeholders effectively.
• Strong organizational skills with the ability to manage multiple priorities and make data-driven decisions under pressure.
• Proactive problem-solving attitude, with the ability to think on your feet and handle escalations calmly and efficiently.
• Basic knowledge or interest in sales and commercial processes, with the ability to assist customers in pricing inquiries and related tasks.