Service Desk Manager needed at Converge Global Concept Technologies Limited

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Converge Global Concept Technologies Limited’s job vacancy, Career and Recruitment

Job title : Service Desk Manager jobs in Lagos

Job Location : Lagos

Deadline : July 01, 2022

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Position Purpose

  • The Service Desk Manager will be primarily responsible for overseeing the day-to-day operations of service-desk to ensure clients receive the support they require.

Essential Functions and Basic Duties
Manage all customer related engagements and ensure that issues are resolved promptly:

  • Oversee and drive prompt resolution of all incidents and problems.
  • Act as escalation point for all customer requests and incidents.
  • Interact closely with clients to better understand their pain points and profer solutions.
  • Carry out customer satisfaction survey periodically, analyse result and ensure all customer dissatisfactions are addressed.

Manage all service desk related activities to achieve business goal:

  • Align Service Desk activities with industry standard or framework such as ITIL.
  • Ensure Service Legal Agreements (SLAs) are consistent.
  • Present periodic reports to the management on Service Desk performance.
  • Manage all social media handles.

Work with various departments to ensure efficiency:

  • Act as liaison person between client and other departments within the organization.
  • Coordinating with IT Engineers to provide technical support to end users.
  • Ensure IT support staff are performing their duties efficiently and effectively.

OEM management:

  • Steer and manage all OEM engagements; meetings, events.
  • Maintain OEM pipeline with current leads and share this pipeline with OEM contacts on a monthly basis.

Assumes responsibility for establishing and maintaining good business relations with customers, vendors, e.g. Cisco, Microsoft and distribution managers:

  • Contact key accounts regularly, establish and maintain good relationship with customers.
  • Ensures that the Company’s quality reputation is maintained.
  • Assumes responsibility for related duties as required or assigned.

Education / Certification:

  • B.Sc., B.Eng. or B.A. in relevant fields.

Experience Required:

  • Maximum of three years of experience as a Service Desk Manager.

Required Knowledge:

  • Good Proficiency level of Microsoft Office – Excel, Word, Outlook and PowerPoint. Knowledge of the industry
  • ITIL certification.

Skills / Abilities:

  • Strong interpersonal skills.
  • Good organizational and problem-solving skills.
  • Business relationship management capabilities.

How to Apply for this Offer

Interested and qualified candidates should send their CV to: using the Job Title as the subject of the mail.

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