Service Desk Manager

Service Desk Manager Job Description:

• Candidate should have minimum of 15+ yrs. experience

• Should have Global Service Desk domain experience managing a team of 100+ FTE across multiple geo’s

• Comfortable with working in night shifts and shifting schedule as per business requirement

• Strong Knowledge of Service Desk operations, metrics, SLA’s & KPI’s

• Experience in performing client-facing role and maintaining high level of customer satisfaction

• Exposure to project financial management, top line, bottom line, margins, levers to improve margins

• Acting as the bridge between client and operational delivery teams

• Excellent communication around issues and opportunities - get things done, make things happen

• Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth

• Service Reporting and sponsoring service delivery meetings

• Should have knowledge of Transformation & Identifying Service Improvement opportunities & current market trends

• Report daily, weekly & monthly service delivery performance to internal and client stakeholders

• Strong Customer Service, Project Management, Resource planning and Quality control skills

• Should possess Forward planning, Decision-making, Strategic thinking skills

• Should be an effective leader with ability to motivate team, delegate responsibilities and problem-solving skills

• Should have led relationships at vendor management and executive level