SS Solutionsaims to redefine standards, establishing itself as a business partner recognized for adding value and making collaboration seamless.
More than a technology consultancy company, we aim to be a strategic partner to our Clients.
With simple interactions and optimized processes, our services are consistently delivered with quality, precision, and personalization.
We're currently looking for a Senior Service Desk Manager / Team Leaderto join our team of committed professionals.
If you excel at leading IT support operations, improving service performance, and ensuring seamless delivery across multiple teams — this role is for you.
Your Responsibilities• Analyze operational indicators across different Service Desk and IT support teams.• Provide consistent service metrics for SLA reporting and Service Reviews.• Support the preparation of RFPs, proposals, and operational estimates.• Oversee and coordinate ongoing projects, ensuring deadlines and service expectations are met.• Ensure correct categorization, typification, and SLA definitions within the ITSM platform.• Validate that all metrics and SLAs are correctly measured and reflected in Power BI dashboards.• Monitor and control the ITSM backlog, ensuring timely resolution and continuous improvement.• Propose enhancements to customer service catalogs and operational workflows.• Work closely with Coordinators and Supervisors, providing guidance, alignment, and performance oversight.• Lead the implementation of new operations, including risk assessment, profitability evaluation, and reporting.• When required, provide hands-on technical support and assist in ticket resolution.
Preferred Qualifications• Proven experience as a Service Manager, Service Desk Team Leader, or similar IT leadership role.• Strong technical background in IT support, Service Desk, Helpdesk, or similar environments.• Solid understanding of ITSM tools, SLA management, incident/request processes, and service governance.• Experience working with operational metrics, KPIs, and reporting tools (e.g., Power BI).• Ability to interpret complex service data, translate it into actionable insights, and communicate clearly to stakeholders.• Strong leadership skills, with experience mentoring and supporting multi-disciplinary teams.• Excellent communication and problem-solving capabilities.• Fluent in English (spoken and written).
