▷ Urgent Search: ServiceDesk Strategy

7 hours ago

Hyderabad, India Align Technology Full time

Job Description

The Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives.

This is an individual contributor role, emphasizing technical expertise and project execution rather than direct staff management.

Role Expectations

Strategic Planning

- Develop, refine, and implement the service desk strategy aligned with Enterprise IT's vision.
- Define and standardize SLAs and KPIs for service desk operations.
- Lead transitions and expansions of service desk operations into new regions or incorporate new services.

Governance & Controls

- Establish and maintain governance frameworks, controls, and standards for the service desk.
- Conduct internal audits and gap analyses, and document remediation actions.

Operational Management

- Conduct regular service operations performance reviews with core leadership, regional IT leaders, and service desk teams.
- Provide consistent and accurate management reporting on IT service performance.
- Conduct regular assessments (CSAT, SWOT, Gap, Benchmarking) and share insights with stakeholders.
- Recommend and follow through on service improvements to optimize delivery and foster a continuous improvement culture.
- Oversee Service Desk Agent experience, including training, recognition, workload, and capacity management.

Collaboration & Reporting

- Collaborate closely with regional service desk leaders to maintain high-level service performance.
- Generate and share reports, dashboards, and metrics with internal stakeholders.
- Act as a facilitator and relationship builder, working cross-functionally to identify improvement opportunities and solve service-related challenges.

What We're Looking For

- Bachelor's degree in Computer Science, Information Technology, or relevant industry experience.
- 10+ years of diverse IT experience, particularly in IT end-user services or operations.
- 5+ years of proven experience in IT Service Management, business relationship management, vendor management, and full-service lifecycle oversight.
- Experience using service management platforms such as ServiceNow.
- Strong task management and prioritization skills, with a proactive mindset.
- Comprehensive understanding of business processes and the ability to align technical services accordingly.
- Ability to think critically and adapt systems and strategies as needed.
- Experience operating in large, geographically dispersed environments.
- Strong knowledge and experience with ITIL and ITSM frameworks (certification preferred).
- Proven ability to establish governance with effective processes, procedures, and policies.
- Information security working knowledge is a plus.
- Ability and willingness to learn and quickly master new concepts.
- Excellent verbal and written communication skills.
- Comfortable presenting to and engaging with stakeholders at all levels.
- Highly self-motivated and responsible.

  • ServiceDesk Strategy

    2 days ago

    Hyderabad, Telangana, India Align Technology Full time

    Job DescriptionThe Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives.This is an individual...

  • [Urgent Search] Head of Strategy

    7 hours ago

    Hyderabad, India Ridhira Group - Building World's largest Wellness Communities Full time

    Job Title: Vice President – Strategy, Investments & Corporate Finance (Real Estate)/Head of Strategy – Fundraising & Investment Banking Location: Nanakaramguda, Hyderabad Department: Strategy & Corporate Finance Experience Required: 10–15+ years (including significant experience in investment banking, fundraising, corporate strategy) Industry...

  • ▷ Urgent: Search Engine Optimization Specialist

    7 hours ago

    Hyderabad, India 8 Views Full time

    About 8 Views: 8 Views is a leading digital marketing agency in Hyderabad, empowering 250+ brands over the past 9+ years. Our 100+ strong team of experts has generated over ₹200 Million in revenue for our clients. We drive tangible results within a great work culture that fosters innovation, provides strong support, and encourages the freedom to...

  • Urgent Search: Trainee

    2 weeks ago

    Hyderabad, Telangana, India Yash Technologies Private Limited Full time

    Job DescriptionJob Description :YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.At YASH, we're a cluster of the brightest stars working with cutting-edge technologies. Our...

  • Search Engine Optimization

    5 days ago

    Hyderabad, India walls asia architects and engineers Full time

    Looking for a passionate person who can build and lead a team. - Perform keyword research in coordination with client business objectives to optimize existing content and uncover new opportunities - Provide SEO analysis and recommendations in coordination with elements and structure of websites and web pages - Provide recommendations and execute strategies...

  • Enterprise Search Architect

    3 days ago

    Hyderabad, Telangana, India Techblocks Full time

    **Job Overview**: **Key Responsibilities**: - Architect and optimize search platforms to deliver fast, relevant, and personalized search experiences for e-commerce/retail platforms. - Implement and fine-tune search engines like Elasticsearch, Solr, and AI-powered solutions like Google Retail Search (GRS) / Vertex AI to enhance search relevance. - Leverage...

  • Urgent Search CCB Fraud Strategy Analytics

    2 weeks ago

    Hyderabad, Telangana, India JP Morgan Chase & Co. Full time

    Job DescriptionAnalytics & Intelligent Reporting (AIR) is an integral component of the Consumer Banking Fraud Strategy organization, providing essential support to fraud strategy developers, loss line owners, and risk and controls managers. By delivering timely and accurate insights through regular risk reports and analytics, AIR plays a crucial role in the...

  • Urgent Search) Senior It Service Operations Specialist

    1 week ago

    Hyderabad, Telangana, India Epiq Full time

    It s fun to work at a company where people truly believe in what they are doing Job Summary The role involves providing voice and email support for IT Helpdesk tickets resolving issues within SLA and escalating problems as necessary Key responsibilities include maintaining SLA deploying and maintaining desktops laptops ensuring end-user devices...

  • Search Engine Optimization Specialist

    1 week ago

    Hyderabad, Telangana, India Ecowiser Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    We are seeking a talented and experienced SEO Specialist to join our dynamic marketing team. The ideal candidate will be responsible for developing and implementing effective search engine optimization strategies to increase our online presence and drive organic traffic to our website. This role requires a deep understanding of SEO best practices, a...

  • Search Engine Optimization

    2 days ago

    Hyderabad, Telangana, India walls asia architects and engineers Full time

    Looking for a passionate person who can build and lead a team. - Perform keyword research in coordination with client business objectives to optimize existing content and uncover new opportunities - Provide SEO analysis and recommendations in coordination with elements and structure of websites and web pages - Provide recommendations and execute strategies...