IT Service Desk Manager

About the job

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

If you want to be part of the HCL adventure, we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.

Main Responsibilities:

* Ensure efficient and proactive management of the IT Support team to maintain high service availability and SLA compliance.
* Supervise and coordinate technical support activities to optimize issue resolution and customer satisfaction.
* Analyze incident trends and propose improvements to minimize recurring problems.
* Monitor individual and team performance, provide feedback, and identify training needs.
* Implement and enhance support processes in alignment with ITIL best practices and company requirements.
* Collaborate with internal teams and vendors to ensure effective resolution of complex issues.

Daily Activities:

* Oversee Level 1 and Level 2 support operations to ensure timely problem resolution.
* Manage escalations and ensure complex issues are routed to the appropriate support levels.
* Review and update knowledge base articles to improve problem-solving efficiency.
* Conduct team meetings and performance reviews to ensure alignment with business goals.
* Ensure compliance with quality standards, regulatory requirements, and company policies.
* Drive continuous improvement initiatives to enhance support service delivery.

Soft Skills:

* Strong leadership and team management abilities.
* Excellent communication and interpersonal skills (both verbal and written).
* Strong problem-solving skills and ability to make critical decisions under pressure.
* Customer-oriented mindset with a focus on satisfaction and service excellence.
* Adaptability and willingness to learn new technologies and processes.

Technical Requirements:

* In-depth understanding of IT environments, including Windows OS, MS Office, network troubleshooting, antivirus, and firewall software.
* Experience with ITIL processes and best practices.
* Familiarity with incident tracking and ticketing systems.
* Ability to analyze performance metrics and implement process improvements.

Language Requirements:

* Excellent proficiency in English and French (both oral and written).