Service Desk Manager

Major activities:

• Manages all activities in the Delivery center
• Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
• Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity(supports role of WFM Workforce Management)
• Ensures process changes are implemented
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
• Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions on DC level
• Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises performance of the team and is responsible for their qualification
• Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)