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Service Desk Manager

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Mumbai, India Lenovo Full time

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.


  • Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances
  • 7+ years experience as a People Manager in an IT production Service Desk support/Service Desk environment
  • Proven ability to build and maintain strong working relationships with business and technology partners
  • Ability to understand complex information and summarize in a clear, concise fashion
  • Strong understanding ITIL processes and procedures including Incident, Problem and Change Management
  • Certified in ITIL V3 , Project management.
  • Analyze performance of Service Desk activities to identify any problem areas
  • Evaluate Service Desk Engineers performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
  • Manage and coordinate the escalations, critical and complex support issues to the correct IT teams
  • Establish reporting and performance metrics to measure SD effectiveness and productivity
  • Provide first call support for user or site issues to include Applications Desktop,Laptops, IPAD’s, Wide Area Network, Local Area Network and Video Conferencing etc
  • Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Build operational capability, drive Key KPI and matrices
  • Understanding of the scope of Service Desk functions , build a referenceable database of known issues and problems
  • Proficiency with operating systems and Microsoft Office suite