Service Desk Manager – Job Description

Location: Galați, Romania (on-site work required)

Employment Type: Permanent, Full-time

Key Responsibilities

Customer Support & Communication:

• Act as the primary point of contact for customers during the Maintenance phase, ensuring prompt and effective issue resolution.
• Maintain regular communication with customers, providing updates on service desk activities, system status, and ongoing issues.
• Prepare and deliver reports on service desk performance, customer feedback, and resolution processes.

Collaboration with Account Teams & Stakeholders:

• Establish strong communication channels with Account Teams, including the Project Coordinator, to align service desk operations with business objectives.
• Understand customer needs and support relationship management while identifying opportunities for service improvements.
• Participate in meetings to share insights on service performance, strategic initiatives, and customer feedback.
• Monitor and enhance Net Promoter Score (NPS) by proactively addressing service issues and providing actionable insights to Account Teams.

Team Leadership & Development:

• Lead and manage the 1st line service desk team, fostering collaboration, accountability, and continuous improvement.
• Work closely with Project Managers to ensure a smooth transition from project completion to ongoing maintenance.
• Engage with Product Development teams to share front line maintenance feedback and contribute to product improvements.
• Equip the team with the latest technical knowledge by collaborating with product owners to efficiently resolve complex issues.

Incident & Problem Management:

• Oversee logging, tracking, and resolution of incidents while ensuring compliance with SLAs and quality standards.
• Identify recurring issues and collaborate with relevant teams to develop long-term solutions.

Service Desk Operations & Efficiency:

• Develop and maintain service desk processes aligned with industry best practices.
• Utilize AI tools and automation to streamline operations and enhance response times.
• Monitor service desk performance metrics and provide regular reports to senior management.

Resource Management:

• Ensure the team is adequately staffed and trained to handle customer inquiries efficiently.
• Manage resource allocation to optimize support during peak periods.

Quality Assurance & Compliance:

• Ensure service desk operations comply with maritime regulations, safety protocols, and quality standards.
• Conduct regular audits and operational reviews to identify and implement improvements.

Documentation & Knowledge Management:

• Maintain detailed records of service desk activities, including incident logs and resolution steps.
• Develop and manage a knowledge base to support efficient issue resolution and ongoing team training.

Requirements:

• Bachelor’s degree in IT Service Management, Computer Science, Maritime Operations, or a related field.
• 5+ years of experience in IT service management, preferably within the maritime or shipping industry.
• Proven track record of managing a service desk or similar support function.
• Understanding of ITIL or other service management frameworks.
• Excellent leadership, communication, and customer service skills.
• Ability to manage multiple priorities in a dynamic environment.
• Strong analytical and problem-solving abilities.
• Familiarity with maritime regulations and safety practices is a plus.
• Fluent English skills, both written and spoken.

Preferred Skills:

• Experience with maritime IT systems and networks.
• Knowledge of ship operations and maintenance.
• Experience in conducting training sessions and providing technical advice.
• Familiarity with cloud-based fleet services and remote support tools.