Is responsible for hiring and firing of Service Desk staff. Conducts performance reviews on staff to establish the improvement in performance on a regular basis. Will act as escalation point for staffing issues.
This is part of the line management role, and the Service Desk Manager reports to the IT Director (or CIO depending on the organizational structure). Will liaise with the relevant parties involved with all ITIL processes to ensure activities that are performed at the Service Desk (for other processes) are co-ordinated and carried out according to plan. Will control and review: Any outstanding process related actions Current targets for service performance The mission statement Make available relevant, concise reports that are both timely and readable for Customers, Process Owners and Management Timely and pro-active escalation of incidents, service request, training requests and request for changes to the appropriate areas. Detailed skills of the Service Desk Manager The Service Desk Manager…..
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