Service Desk Manager

- 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 : Desk Operations : - Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.- 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. (ref:hirist.tech)