Service Desk & EUC Operations Manager
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Job Description
Key Responsibilities:
- Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
- Manage and promote development of Service Desk team members
- Ensure Service Desk operations meet the agreed SLAs and KPIs
- Implement Service Desk processes and continuous improvement initiatives
- Monitor customer satisfaction and implement improvement actions
- Coordinate with other service teams for seamless issue resolution
- Maintain Service Desk knowledge base and self-service capabilities
- Analyze Service Desk metrics and trends for operational insights
- Support major incident management and communication activities
- Implement tools and technologies to improve Service Desk efficiency
- Ensure Service Desk alignment with the overall service delivery strategy
- Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support
- Master's degree or equivalent experience in IT service management or equivalent combination of education and experience
- 10+ years experience in service desk or customer support operations
- 5+ years in supervisory or management role
- Strong understanding of ITIL Service Operation processes
- Experience with Service Desk tools and ticketing systems (ServiceNow)
- Excellent customer service and people management skills
- ITIL certification (Intermediate or Expert level)
- Experience with Service Desk management platforms (ServiceNow)
- Knowledge of workforce management and scheduling tools
- Understanding of customer experience and satisfaction metrics
- Leadership and team development experience
- Experience with Service Desk automation and AI/chatbot implementations
More Info
Key Skills
Service Desk management platforms
AI chatbot implementations
workforce management and scheduling tools
Service Desk automation
Service Desk tools
ITIL Service Operation processes
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