Regnology is seeking an experienced and customer-focused Service Desk Manager based in  Romania, to join our team.
 In this role, you will be responsible for managing daily operations, driving ITIL-aligned processes, and ensuring high-quality service delivery. A critical aspect of your responsibilities will be implementing ITIL best practices to enhance efficiency and standardize processes across the service desk.

You will lead efforts to define, track, and own key performance indicators (KPIs), using them to measure success and drive continuous improvement. 
By leveraging your expertise in Service Desk tools, you will develop operational dashboards that provide actionable insights and support strategic decision-making. 
Additionally, you will play a vital role in fostering a customer-centric culture and ensuring swift, effective resolution of technical issues to maintain high customer satisfaction.


Your Key Accountability:

• Manage daily operation of the service desk, through recurring tasks and a structured approach.
• Set and Monitor SLA Metrics such as Response and Resolution times, enhancing likelihood of positive outcomes.
• Improve techniques and document practices for managing client queries, troubleshooting and incident prioritization and resolution. Ticket quality assessments will play an important role.
• Issue bulletins to inform customers when there may be an outage required, or action is needed from them
• Assist and occasion lead with incident or problem management
• Generate and analyze reports on service desk performance. For both internal and external purposes.
• Collate and take action on information available to form action plans with team leads. If there is fundamental failings flag to Management.
• Lead and develop reporting team members and positively influence those whom you are collaborating with.
• Become an expert in our Service Desk tooling and be able to make informed decisions on changes that improve our business