The competencies for Service Desk Manager in Global Service Desk are outlined below. Before reviewing them, it is helpful to review how to use these competencies.
Effectively manages activities within the available people, resources and keeps to expected or communicated timelines. Includes contributing to task break-down and estimating.
Oversees the team’s time management, priorities and coordination, setting clear objectives. Ensures effective cover across the Global Service Desk and delivery of key service desk outcomes (eg CSI) as well as ongoing work
Works independently as an individual at each level, showing self-reliance and initiative, and takes responsibility for completing tasks and seeing them through to completion.
Leads the team independently, takes responsibility for the completion of activities, initiatives, and goals, and focuses on outcomes
Makes well-judged and timely decisions, identifies problems, and creates effective solutions.
Guides the team in resolving incidents and requests reported to the Service Desk within committed timescales, implementing solutions to improve service levels. Reviews team decisions to ensure alignment with technology standards and team goals while helping solve complex issues.
Recognises the broader business context and strategically aligns actions to support organisational goals.
Identifies opportunities and leads initiatives to enhance efficiency and drive innovation, impacting team performance. Starts aligning strategies with clear objectives and understanding the organisational vision.
Effectively listens, understands, and conveys messages in a way that is appropriate to the audience - including verbal, written, use of diagrammes. Uses a range of techniques to influence and make persuasive arguments. Adopts a patient, empathic style, avoids jargon, and checks for understanding in others.
Leads meetings focused on driving results and clarity, listens actively, and adjusts communication styles to engage diverse team members, enhancing motivation through clear messaging.
Ensures process documentation and knowledge is up to date, optimises processes, monitors and improves performance, and ensures prioritisation of activities
Collaborates effectively across the organisation.
Facilitates collaboration and supports team members in achieving their goals, leads communication across divisions, resolving blockers, and ensuring shared credit across teams.
Continuously seeks and creates opportunities for learning and growth.
Encourages continuous learning and development within the team, staying up-to-date with industry trends, and actively seeking opportunities for personal and team growth, and fosters a feedback-rich environment.
Guides oneself and inspires & develops others to achieve common goals. Reflects on their personal growth to identify areas to enhance their performance and for further development.
Effectively manages individuals and the team, delegates tasks, and aligns with organisational goals. Fosters a safe space for risk-taking, boosting motivation. Leads with empathy, supporting diversity and inclusion.
Demonstrates and shares technical and domain expertise, and develops high-quality, secure and reliable software solutions following industry standards.