Service Desk manager

Description

Act as the primary point of contact between the service desk, customer and other departments within the organization

Lead and develop a team of service desk analysts, assigning tasks, providing training, and evaluating operational performance of the team and on their effectiveness in working with users

Monitor compliance with established SLAs and taking corrective action when necessary. 

Knowledge of ITSM tool and practices including problem management, change management, and asset and configuration management.

Track key metrics like first call resolution, average resolution time, customer satisfaction scores, and utilizing data to identify areas for improvement. 

Identify and implement the process changes to optimize service desk efficiency. 

Ensure the knowledge base SOP is updated and maintained with relevant information to support quick issue resolution. 

Manage major incidents, coordinating response efforts, and communicating updates to stakeholder

Generate contractually agreed SLAs and report in monthly MIS. Track & follow-up with designated group, service provider to ensure the same

Resource evaluation, build and train a team as per project requirement

Customer /Vendor /Partner Co ordination

Conduct weekly / monthly review with customer and publish MOM

Keeps track of IT costs, aligns the service desk tactically to aid the business and its goals.

Your future at Kyndryl
This is a true "start here, go anywhere" opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.

 

Required Skills and Experience :

Total 7-10 years of Experience in IT service delivery management

Excellent verbal & written communication. Quick learner and flexible

Excellent Leadership, Presentation,

A demonstrated focus on customer service excellence

Strong communication and teamwork abilities.

Experience in applying ITIL principles to improve incident resolution and customer service standards.

Preferred Skills and Experience :

Batcheler's degree or equivalent qualification in IT, Computer Science or Electronics.

Relevant IT Certifications, ITIL

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.