Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

Service Desk Manager

Cayman Islands |


  • Oversee all Service Desk requests and incidents. Pro-actively manage the Service Desk call queue to ensure appropriate service levels are delivered
  • Manage service desk resource levels across the Group to meet 24/7 service requirements
  • Assist in the process of managing major incidents
  • To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistance
  • Delegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion
  • Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
  • Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests in a timely manner, with frequent communication
  • Escalate unresolved calls to the escalation teams and suppliers as appropriate
  • Facilitate or coordinate a smooth flow of information between the service desk and escalation teams and management
  • Provide data and reporting of KPI’s and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed
  • Take ownership of user problems and follow up the on status of problems on behalf of the user and communicate progress in a timely manner
  • Demonstrate an excellent standard of customer service at all times, and to act as an ambassador for the Technology department in all dealings with customers
  • Adhere to and manage the development of all processes such as incident management, change management etc
  • Provide some induction training on in-house applications to users in the remote offices
  • Train, coach and mentor Service Desk Analysts including their personal development
  • Assist and provide cover for communicating system downtime/emergency activities
  • Manage the user administration processes – starters / leavers / transfers / promotions
  • Develop an effective and workable framework for managing and improving customer support in the Service Desk function
  • Proactively manage the mobile device administration and support
  • To be the assigned point of contact on some third party supplier relationships, and liaise with third party suppliers for additional technical support
  • Hold joint-responsibility for the management and continual improvement of the 24/7 helpdesk service
  • Provide phone system support and administration
  • Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation
  • Being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
  • Encourage staff awareness of cyber security risks and of best practise guidelines
  • Advise senior management early on situations that may require additional support or escalation. E.g., security incidents / system issues


2-3 years’ previous management experience of working within a customer-facing technology role is required. Supervisory, process and technical training will be provided as part of this role. Being able to evidence a keen interest in technology is preferred, and higher education would be an advantage.

Knowledge of the systems and principles listed below would be beneficial:

  • Microsoft Windows & Office
  • Active Directory
  • Microsoft M365
  • Technology Service Management tools
  • ITIL processes
  • iManage DMS
  • Citrix
Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

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