Service Desk Manager

🌍 OUR MISSION

At Evernex, we believe millions of IT parts thrown away each year deserve a second life. That’s why we step in and give them a new purpose. From hospitals to banks to airports, we keep critical systems running while helping businesses reduce costs and reduce environmental impact.

With operations in 165+ countries and hundreds of forward-stocking locations worldwide, we are building a future where IT is greener, smarter, and more sustainable.

Ready to be part of it?

More information is available at www.evernex.com

📊 Why This Role Matters

The role focuses on managing Service Desk operations, ensuring efficient handling of customer service requests and meeting SLAs for both local and international clients. It involves acting as the first escalation point, coordinating with technical teams, and overseeing activities like RCA reporting, KPI tracking, and buffer stock prioritization. The manager also mentors the team, develops their skills, and collaborates with vendors and other departments.

✨ How Will You Make an Impact?

You will play a key role in optimizing our global supply chain performance.

Your responsibilities include (but are not limited to):

• Manage Service Desk workload to ensure priority requests are being addresses according to established expectations
• First point of escalation for calls reported by customers as not being handled correctly, responsible for reacting immediately to such cases and defining adequate way forward
• Monitoring agreed KPIs, (SLA respect and duration of escalation), proposing values to be used for incentives calculation
• Monitor customer interactions to identify trends and service problems, escalate incidents/requests, and coordinate communications to customers.
• Lead and supervise Service Desk team, including performance monitoring/improvement, and personnel matters.
• Preparing and ensure work schedules are adequate to handle internal and/or external inquiries
• Optimize Resource utilization, balance the Load and ensure most cost-effective Team Structure in Place
• Ensure staffing levels are maintained to support attainment of the service level objectives, by administering scheduling – working in line with Evernex HR policies. Monitor productivity of the team to ensure delivery of cost-effective valuable support
• Lead and manage project activities related to new services or service enhancements
• Work with project stakeholders to understand requirements and set expectations
• Ensure that the Service Desk and client processes, policies and procedures are established, reviewed, maintained and consistently communicated to and followed by team members. Work with the Team where activities are not being performed
• Incident, Problem and Service Request management: monitoring status and working with technicians to meet customer demand, and follow up with customers as needed to ensure customer satisfaction
• Develop metrics and reporting to aid in Service Desk management
• Ensure training of all new recruits, and competencies development plans if and where needed
• Accountable for the correct use of tools, including ensuring all needed fields are correctly filled out by Service Desk team, enabling correct Quality of Services monitoring and reporting capabilities
• Ensure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolved
• Delegate & Assign tasks - Delegate authority to Senior Service Desk Engineers for tasks where appropriate and ensure
• Follow up with suppliers/subcontractors to ensure the completion of services and customer satisfaction
• Generate and summitted all Business needed Reports and Presentations related to Service Desk Activities and Records
• Attend Service Review Meetings with Customers for specific Accounts as and when needed

🎯 What Makes You a Great Fit

We’re looking for someone analytical, structured, and forward-thinking.

Ideally, you have:

• 7+ years of customer service experience are required of which 3+ years are in a customer service supervisory position
• Experience managing Service Desks using CMMI-SVC or ITSM processes.
• Excellent written and verbal communication skills
• Management skills, including coaching/mentoring/training
• Technical background with ability to give instruction to a non-technical audience
• Analytical skills to understand ticket trends
• Well versed with ITIL processes
• Deep Experience with ITSM ticket management tools
• Familiarity with Knowledge Centered Service knowledge management
• Reporting and Presentation Skills
• Customer Relationship Management

💚 Why You’ll Love Working Here

At Evernex, your work has global impact.

You’ll join a dynamic and multicultural environment where:

• Data-driven decisions truly matter
• Collaboration is valued over hierarchy
• Innovation and continuous improvement are encouraged
• Sustainability is not a buzzword — it’s our mission