Datavail Infotech

3 weeks ago

Hyderabad, India Datavail Full time

Role Overview :


The Service Desk Manager will lead the IT Service Desk function, ensuring operational excellence, continuous improvement, and superior end-user support. This role will oversee all Level 1 and Level 2 support teams, manage ServiceNow ITSM modules, and act as the key owner of incident management, request fulfillment, knowledge management, and problem management. The Service Desk Manager will also establish best practices, implement automation where possible, and drive metrics-driven service delivery to achieve business outcomes.

Key Responsibilities :

Service Delivery & Operations Management :


- Own and manage the Incident Management, Major Incident Management, Request Fulfillment, Knowledge Base, and Problem

Management processes in ServiceNow.

- Lead daily IT Service Desk operations, ensuring adherence to SLAs, KPIs, and compliance standards.

- Serve as the final escalation point for service desk requests, incidents, and critical service issues.

- Coordinate and manage major incidents including communication updates, executive summaries, and on-call responsibilities.

- Ensure the Service Desk is positioned as the single front door for IT service delivery.

Team Leadership & Development :


- Lead, coach, and mentor a team of Level 1 and Level 2 Service Desk Specialists, fostering a high-performance culture.

- Define career development plans, performance metrics, and training programs for team members.

- Build and maintain training content, knowledge articles, and technical documentation for staff enablement.

- Manage workforce planning, including shift scheduling, workload balancing, and vendor/partner engagement.

Process & Continuous Improvement :

- Define and implement ITIL-aligned service management processes, ensuring standardization and scalability.

- Conduct root cause analysis for recurring incidents and drive problem resolution.

- Continuously refine procedures for ticket handling, call management, escalation, and reporting.

- Implement automation, self-service portals, chatbots, and AI/ML-driven solutions to improve end-user experience.

- Review ServiceNow survey feedback and implement targeted improvements to tools, processes, and customer satisfaction.

Performance Measurement & Reporting :


- Establish and track service desk performance metrics, dashboards, and executive-level reporting.

- Drive data-driven decisions through detailed trend analysis and SLA performance reviews.

- Regularly present insights to leadership on service quality, customer satisfaction, and operational efficiency.

Stakeholder & Vendor Management :

- Act as the primary interface between IT service desk and business stakeholders, ensuring alignment of IT services with organizational goals.

- Engage with external vendors and partners for escalations, escalated troubleshooting, and service delivery improvement.

- Ensure compliance with organizational IT security, compliance, and audit requirements.

Required Skills & Competencies :

- Strong expertise in ServiceNow ITSM modules (Incident, Request, Problem, Knowledge, CMDB, Major Incident Management).

- Solid understanding of ITIL v4 framework and ITSM best practices.


- Proven experience managing large-scale, multi-location service desk operations.

- Strong technical foundation in enterprise IT infrastructure, cloud platforms, networking, and end-user computing.

- Excellent leadership, people management, and stakeholder communication skills.

- Ability to balance strategic planning with hands-on operational management.

- Demonstrated experience in service desk automation, AI-driven tools, and self-service enablement.


(ref:hirist.tech)

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