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Service Desk Manger

3 months ago

Bengaluru Karnataka, India CGI Full time

Responsible for daily operations, business continuity, contractual compliance, resource planning and work allocation to achieve service levels and performance metrics.
Continuously monitor and improve quality, efficiency, cost, member and customer satisfaction.
Increase revenue by up-selling and cross-selling IT services, and reduce cost by optimization and automation.

Prerequisites:
ITIL foundation certified.
At least two years' experience as operations lead or delivery manager of an offshore IT service desk function.
Experience with multinational and multilingual teams across several time zones.

Preferred:
SDI or HDI certification.
Experience in configuring and managing omnichannel cloud contact center as a service.
IT for retail industry.

Work Environment: 24X7 operation, late night work.
Location: Bangalore, Electronic City office, work from office on all days.

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

**Your future duties and responsibilities**

**Required qualifications to be successful in this role