Service Desk Team Manager

The Service Desk Team Manager is responsible for leading, motivating, and developing a team of ITIL Process Controllers, Service Desk Experts, and Service Desk Agents to ensure the effective delivery of Incident Management and Request for Service (RFS / Standard Change) in accordance with agreed Service Level Agreements (SLAs).

The role holder ensures high-quality service delivery, operational excellence, customer satisfaction, and continuous improvement while acting as a key escalation point for customers and stakeholders.

Work Experience: 8 10 years

Work Location:Pune

Must Have Skills

• Strong ITIL knowledge and practical application
• User recovery and customer recovery management
• SLA management and operational metrics reporting
• People management and team development
• Stakeholder and customer relationship management
• Risk identification and mitigation
• Business impact analysis and anticipation
• Incident and Major Incident Management

Good To Have Skills

• Experience managing Dedicated Service Desks and Shared Service Desks
• Transition experience

Professional Attributes

• Excellent stakeholder management skills
• Strong people management and coaching capabilities
• Metrics-driven mindset with strong analytical skills
• Proven customer recovery and service restoration skills
• Expertise in managing and coordinating Major Incidents
• Strong written and verbal communication skills in English

Job Requirements & Preferred Expertise

Technical & Professional Requirements

• Strong English language communication skills (mandatory)
• Extensive Service Desk operations knowledge
• Proven experience in Incident Management and Service Level Management
• Ability to allocate and schedule resources effectively to manage changing priorities
• Experience in leveraging team strengths to meet operational SLAs
• ITIL Foundation Certificate in Service Management (v3 or later)
• Extensive knowledge of ITIL Service Support standards and practices
• Intermediate proficiency in MS Office tools

Core Competencies

• Strong interpersonal and operational skills
• Understanding of project management processes and disciplines
• Ability to establish and maintain relationships with mid-to-senior stakeholders
• Conflict resolution and negotiation skills
• Ability to influence, delegate, and drive accountability
• Logical, analytical, and structured problem-solving approach
• Capability to develop individuals, teams, and business outcomes

Key Responsibilities

People Management & Team Development

• Manage, lead, and continuously develop team performance
• Identify, recruit, and onboard appropriately skilled resources
• Ensure effective induction, training, and integration of new joiners
• Identify and develop team members with technical or leadership potential
• Conduct performance reviews, personal development planning, and absence management
• Encourage knowledge sharing and continuous improvement across the team

Service Delivery & Operations

• Ensure service requirements are clearly understood and delivered within SLA
• Manage resource allocation and workflow to meet service demands
• Monitor operational performance against service levels, costs, and quality metrics
• Provide regular operational reports and analysis to management
• Intervene where necessary to ensure service objectives are achieved

Customer & Stakeholder Management

• Act as the primary escalation point for clients and customers
• Take full ownership of customer issues and drive resolution
• Build and maintain strong client, service, and account management relationships
• Promote customer-centric behavior and Sense and Respond culture

Incident, Risk & Process Management

• Own daily escalation and Major Incident activities
• Identify service risks, initiate mitigation actions, and communicate effectively
• Manage and govern Service Desk processes (e.g., Correct Call Routing)
• Contribute to process definition, optimization, and continuous improvement
• Evaluate the impact of decisions on internal and external customers

Governance & Values

• Promote adherence to ITIL best practices and operational governance
• Uphold the values and principles of The Fujitsu Way
• Act with integrity and accountability in all aspects of the role

Required Knowledge & Experience

• Prior experience in a customer-focused IT support or service environment
• Proven leadership experience within Service Desk or IT operations teams