Infinite Computer Solutions

4 weeks ago

VishakhapatnamVizag, India Infinite Computer Solutions Full time

About the Role:

We are seeking a highly experienced and ITIL v4 certified Service Desk Manager to lead and oversee the day-to-day operations of our 24/7 Service Desk team.

In this critical role, you will play a pivotal role in ensuring the efficient and effective delivery of IT support services, aligning with ITIL best practices and exceeding client Desk Leadership:

- Manage and lead the Service Desk team, ensuring efficient operations across multiple locations and support channels (phone, email, live chat).

- Develop and implement service delivery best practices, establishing clear expectations for both internal and external clients.

Performance Management:

- Monitor key metrics and identify opportunities for continuous process improvement.

- Analyze trends to proactively address potential service incidents and minimize disruptions.

- Oversee team schedules and resource allocation to maintain optimal staffing levels and prevent burnout.

Service Level Agreements (SLAs):

- Develop and manage service level agreements (SLAs) to define service expectations and measure the performance of the Service Desk team.

- Serve as the primary escalation point for complex incident resolution, driving effective conflict resolution to ensure project quality.

Reporting and Analysis:

- Own key performance indicators (KPIs) and service levels for all Service Desk functions.

- Ensure all KPIs and metrics are tracked and adhered to, providing regular data and reports to the IT department and other stakeholders.

- Analyze reports and identify areas for improvement, developing strategies to optimize processes and service delivery.

Team Development:

- Mentor and coach Service Desk leads and team members, supporting their individual career development plans.

- Conduct regular performance reviews and check-ins to provide feedback, track progress, and address challenges.

Communication and Collaboration:

- Maintain strong communication channels with leadership, management, and internal/external stakeholders, ensuring adherence to SLAs.

- Facilitate regular team meetings and provide clear direction to motivate and direct the team towards achieving shared goals.

- Possess excellent communication, collaboration, and presentation skills to effectively communicate service desk operations and performance.

Conflict Management & Decision Making:

- Proactively manage team conflicts and demonstrate strong decision-making skills to maintain a positive and productive work Bachelor's degree or equivalent experience in a relevant field (any graduation considered).

- Minimum 10 years of experience in Service Desk operations (IT Service Desk/Infrastructure & Application Management/NOC Support).

- ITIL v4 certification (mandatory).

- Strong working knowledge of ITSM tools and methodologies.

- Excellent communication (written and verbal), coordination, and presentation skills.

- Proficient in MS Excel, process mapping, and flowcharting tools.

- Strong analytical and problem-solving skills.

- Ability to manage multiple priorities, work effectively in a fast-paced environment, and meet deadlines.


- Proven leadership and mentoring skills.

- Commitment to continuous learning and staying up-to-date with industry best practices.

(ref:hirist.tech)

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