Manager Service Desk

Summary

Join Jazz as a Manager Service Desk and oversee the day-to-day operations of a nationwide service desk team of over 30 people. You will be responsible for managing service desk tickets, monitoring SLAs and OLAs, handling escalations, and optimizing service desk processes. This role involves general management, service operations, and special projects, requiring expertise in Microsoft infrastructure, Office 365, and IT helpdesk processes. You will manage budgets, internal/external audits, and ensure timely patch management. The position demands strong leadership, problem-solving, and communication skills to manage a large, virtual team and interact with various stakeholders. This is a chance to be part of a transformative organization impacting millions of lives in Pakistan's digital economy.

Requirements

• In-depth understanding of Office 365 subscription and Microsoft Licensing Program
• Experience in handling Enterprise Mobility operations (work from anywhere, any device, any time)
• BE (Computer Science, EE, Computer Engineering), 5 – 10 Years of Relevant Experience
• Have sound knowledge of end-user computing and networking
• Ability to manage large teams (virtual) disbursed across regions
• Good Presentation skills, able to present project status at CXX levels
• Ability to manage complex projects
• Assessing the impact of a situation
• Problem Solver and a good team player
• Ability to work under pressure, Conflict management

Responsibilities

• Overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive timely support
• Managing Microsoft Infrastructure, i.e., Microsoft Active Directory, DNS, and DHCP Services
• Email account management hosted on-prem & Office365 mailboxes, SharePoint & Instant Messaging
• Ensure timely Patch Management of servers and laptops as per the Information Security Governance guideline
• Video Conferencing devices management and integration with Cisco Video Conference Gateway Expressway
• Responsible for managing existing Domain registration and their timely renewal
• Responsible for certificate management, including internal PKI and public SSL certificates
• Budget planning (CAPEX and OPEX) is in line with the organization’s business plan
• Manages internal and external audits related to Microsoft and the systems in collaboration with different functions
• Develop an understanding of IT Helpdesk processes and tools
• Meet relevant internal and external stakeholders, e.g., suppliers, principals, BSS-IT, IP Network, IT ServiceDesk, Information Security operations, and Governance teams
• Develop understanding of PO/PR process, contract management, Service Levels, and Operation level agreements
• End user data protection, data leakage protection, enterprise mobility, Advanced Anti-Malware Protection, etc
• Optimize IT Service Desk operations: Analyzing IT Service Desk ticketing trends, identifying most common issues/requests, formulating plan(s) to reduce repetitive tickets by introducing automation or self-service
• Follow up on customer-satisfaction issues and user-feedback responses
• Managing the escalation point for any incidents, service requests, or issues. During a typical shift, a service desk manager may spend as much as half of his or her time managing escalations

Preferred Qualifications

• Knowledge of Cloud service hosting, Amazon, and Azure will be preferred
• Preferably have a good understanding of MS Office365, MS Licensing, and collaboration tools
• Relevant Telco experience would be preferred