Service Desk Manager - IT Support Leadership Role

HCLTech · 📍 Denpasar, Bali · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 25000000 - 40000000
HCLTech is seeking a skilled and experienced Service Desk Manager to lead our IT support team in Denpasar, Bali. In this role, you will be responsible for managing and optimizing our service desk operations, ensuring high levels of customer satisfaction and service quality. This is a fantastic opportunity to demonstrate your leadership skills and contribute to the success of our IT support services.

📋 Tanggung Jawab Pekerjaan

Manage and oversee the day-to-day operations of the service desk, ensuring efficient and effective service delivery.,Lead and mentor the service desk team, providing guidance and support to enhance their skills and performance.,Monitor and analyze service desk metrics to identify areas for improvement and implement appropriate solutions.,Ensure compliance with ITIL best practices and other relevant service management frameworks.,Collaborate with other departments to resolve IT issues and provide support to end-users.,Develop and implement service desk policies and procedures to improve service quality and efficiency.,Manage and resolve escalated service desk tickets, ensuring timely and effective resolution of IT issues.,Participate in continuous improvement initiatives to enhance service desk performance and customer satisfaction.

🎓 Kualifikasi & Syarat

Bachelor's degree in Information Technology, Computer Science, or a related field.,Proven experience as a Service Desk Manager or similar role in a IT support environment.,Strong knowledge of ITIL v3 or v4 and other relevant service management frameworks.,Excellent leadership and management skills, with the ability to mentor and develop team members.,Strong problem-solving and analytical skills, with the ability to monitor and analyze service desk metrics.,Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.,Proficient in using service desk management tools and software, such as ServiceNow, BMC Remedy, or similar.,Understanding of IT infrastructure and technologies, including networking, hardware, and software.

🛠️ Keahlian

ITIL v3 or v4 certificationService desk management tools and softwareProject management and continuous improvement methodologiesTechnical troubleshooting and problem-solving skillsStrong leadership and team management skillsExcellent communication and interpersonal skillsAnalytical and data-driven decision-making skillsUnderstanding of IT infrastructure and technologies
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