SS Solutions
aims 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 Leader
to 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).
Why we'll enjoy working with you:
• You bring a balanced blend of technical knowledge and strong leadership.
• You're data-driven and committed to delivering measurable service improvements.
• You thrive in dynamic environments and adapt quickly to operational needs.
• You communicate clearly, empower teams, and maintain a strong customer-oriented mindset.
• You take ownership and continuously drive operational efficiency and excellence.