Service Desk Manager

2 days ago

Thailand บริษัท ไทยยูเนี่ยน โฟรเซ่น โปรดักส์ จำกัด (มหาชน) Full time

**Thai Union Group PCL**

**Position: Service Desk Manager**

Level: Deputy Department Manager

Work location: Bangkok, SM Tower Building

**Job Purpose**
- The Service Desk Manager is responsible for leading and managing the service desk team to ensure the delivery of high-quality IT support services to

end-users.
- This role oversees daily service operations, optimizes support processes, and maintains high customer satisfaction.
- The position plays a key role in ensuring the effective functioning of the service desk, managing incidents and service requests, and driving continuous

improvement of IT service delivery within the organization.

**Key Responsibilities**
1. Service Desk Management
- Lead, mentor, and manage the service desk team, including recruitment, training, and performance evaluation.
- Develop and implement service desk policies, procedures, and best practices.
- Monitor daily performance and ensure compliance with Service Level Agreements (SLAs).
- Oversee incident management and request fulfillment processes.

2. End-User Support
- Ensure timely and professional technical support for hardware, software, and network-related issues.
- Monitor ticket handling to ensure quick and effective resolution.
- Drive improvement in user experience and service quality.

3. Major Incident Management
- Act as Person in Charge (PiC) for all high-priority incidents from the service desk perspective.
- Coordinate cross-functional resolution teams and ensure incidents are resolved within SLA.
- Maintain effective communication with stakeholders and end-users during critical incidents.

4. Service Improvement
- Continuously assess and improve service desk operations for efficiency and customer satisfaction.
- Gather and analyze performance metrics and customer feedback to identify improvement areas.
- Implement IT Service Management (ITSM) best practices and standards.

5. Resource Management
- Allocate and manage service desk resources to meet workload and SLA requirements.
- Collaborate with Digital / IT Infrastructure / Application teams for escalation and problem resolution.
- Manage service desk tools, ticketing systems, and related technologies.

6. Reporting and Documentation
- Prepare regular reports on service desk performance, KPIs, and operational trends.
- Maintain accurate records of support requests, incidents, and resolutions.
- Ensure knowledge base articles and troubleshooting documentation are up to date.

7. Vendor and Supplier Relations
- Manage relationships with third-party vendors or service providers.
- Evaluate vendor performance and ensure adherence to service agreements.

**Education / Certifications**:

- Bachelor’s degree or higer in Information Technology or a related field.
- ITIL Foundation Certification or higher (preferred).

**Experience**:

- 5-10 years of experience in IT Service Desk or related support functions.
- Minimum 5 years in a supervisory or managerial role.
- Strong experience with ITSM tools (e.g., ServiceNow, Jira, ManageEngine).
- Proven ability to lead and motivate a support team.

**Remark**:
**Work location base at Thai Union’s corporate office - SM Tower, Bangkok.**

**Direction to work location**:Map**

**หมายเหตุ**:
**สถานที่ปฏิบัติงาน - สำนักงานกรุงเทพฯ อาคาร**SM Tower (**แผนที่**)

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