Job Title: Sr. Manager Service Desk.
Location: Bengaluru, India.
Department: IT Services.
Reports to: IT Director / Head of IT.
Experience: 10+ years.
Job Summary:
- We are seeking a highly motivated and experienced Service Desk Manager to lead our IT service desk operations.
- The ideal candidate will manage and support a team of service desk technicians, ensuring efficient and high-quality IT support to our internal stakeholders and customers.
- As a Service Desk Manager, you will be responsible for ensuring timely issue resolution, maintaining high levels of customer satisfaction, and driving continuous improvements in service delivery.
Key Responsibilities:.
- Service Desk Operations Management:.
- Oversee day-to-day operations of the service desk, ensuring adherence to SLAs and KPIs.
- Act as the primary point of contact for escalated issues and ensure timely resolutions.
- Monitor service desk performance, ensuring efficient and consistent incident, problem, and request management.
- Maintain the IT service desk ticketing system, ensuring proper documentation, tracking, and reporting of incidents and service requests.
Team Leadership & Development:.
- Lead, coach, and mentor the service desk team to ensure high levels of performance and professional development.
- Provide regular performance feedback, identify training needs, and develop career growth plans.
- Schedule and allocate resources to meet service desk workload, ensuring 24/7 support coverage if required.
- Process Improvement & Documentation:.
- Develop, maintain, and enforce service desk processes, procedures, and best practices.
- Identify opportunities for process improvements and drive efficiency across the team.
- Ensure all technical documentation is up-to-date, including knowledge base articles and troubleshooting guides.
Customer Service & Satisfaction:.
- Ensure a customer-centric approach within the service desk team, focusing on delivering a high level of user satisfaction.
- Gather feedback from end-users and customers to continually improve service quality.
- Manage expectations with stakeholders, ensuring clear communication on service status and issue resolution.
Technology & Tools Management:.
- Oversee the deployment and management of IT service management tools and solutions.
- Collaborate with IT teams to implement automation and self-service solutions where applicable.
Reporting & Analytics:.
- Provide regular reports on service desk performance, including key metrics such as ticket resolution times, customer satisfaction, and service delivery efficiency.
- Analyze trends and patterns in incidents and requests, proactively addressing recurring issues.
Collaboration & Coordination:.
- Collaborate with other IT teams (Infrastructure, Network, Applications) to ensure seamless service delivery.
- Work closely with vendors and third-party service providers to resolve incidents and ensure SLA compliance.
Key Skills & Qualifications:.
- Bachelor's degree in IT, Computer Science, or a related field.
- Minimum of 5 years of experience in an IT support or service desk environment, with at least 2 years in a leadership or managerial role.
- Strong understanding of ITIL or other IT Service Management (ITSM) frameworks (certification preferred).
- Proficient in using ITSM tools such as ServiceNow, Jira Service Desk, SolarWinds, or similar platforms.
- Excellent communication and interpersonal skills, with a customer-oriented mindset.
- Proven ability to manage and prioritize a diverse set of tasks and issues in a fast-paced environment.
- Experience in developing and implementing IT service desk processes and procedures.
- Strong analytical and problem-solving skills with the ability to use data to make informed decisions.
- Experience managing 24/7 service desk operations is a plus.
