Service Desk Manager - ITIL/ITSM

- Must be Ops Manager On papers in International BPO.

- Experience in International Technical Voice Process is Mandatory.

- Must be strong in Operations Matrices.

- Over All Experience 7 Years.

- Mode of Interview- Work From Office.

- 7 years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.

Responsibilities :

Service Desk Operations :

- Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.

- Ensure proper escalation procedures are followed for critical issues.

- Manage service desk ticketing systems and workflows for improved efficiency.

Team Management :

- Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.

- Set clear goals and performance standards for team members, encouraging continuous improvement.

- Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.

- Coordinate staff schedules to provide adequate coverage during business hours.

Customer Satisfaction :

- Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.

- Analyze customer feedback and service reports to identify areas for improvement.

- Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.

Process Improvement :

- Review and improve service desk processes to align with ITIL or other service management frameworks.

- Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.

- Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.

- Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.

Reporting and Analysis :

- Prepare and present regular reports on service desk performance, trends, and areas for improvement.

- Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.

- Track and analyze support tickets to identify recurring issues and implement preventative solutions.

Qualifications :

- Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience).

- 7 years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.

- Proven experience managing a customer-facing service desk or IT support team.

- Strong understanding of IT service management (ITSM) frameworks such as ITIL.

- Excellent problem-solving and decision-making abilities.

- Strong leadership, communication, and team management skills.

- Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).

- Ability to work in a fast-paced environment and manage multiple priorities.

- Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.

Preferred Skills :

- ITIL Foundation and other relevant certifications.

- Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization.

- Experience with cloud-based solutions, enterprise software, and network management.

- Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.

- Experience in change management and continuous improvement initiatives.