IT Service Desk Manager

2 days ago

Hyderabad Secunderabad Telangana, India beBeeService Full time
Service Desk Management Leader

We are seeking a seasoned Service Desk Management professional to lead and optimize our IT service desk operations. This role is ideal for a proactive leader with a strong technical background and a passion for managing and mentoring a high-performing support team.

Key Responsibilities:
  • Team Leadership & Management:
  • Lead, mentor, and develop a team of service desk analysts, fostering a culture of customer service excellence, continuous learning, and accountability.
  • Manage staffing, scheduling, and performance reviews for the service desk team.
  • Set clear performance objectives and KPIs for the team and individual analysts.
  • Service Delivery & Operations:
  • Oversee the daily operations of the service desk, ensuring timely and effective resolution of IT incidents and service requests.
  • Implement and enforce best practices for incident management, request fulfillment, problem management, and knowledge management.
  • Ensure service level agreements (SLAs) are met or exceeded, continually striving to improve response and resolution times.
  • Customer Experience & Communication:
  • Act as an escalation point for complex or critical customer issues, ensuring timely resolution and clear communication.
  • Drive initiatives to enhance customer satisfaction and proactively gather feedback to improve service delivery.
  • Establish and maintain strong relationships with internal stakeholders and business units.
  • Process Improvement & Automation:
  • Identify opportunities to streamline service desk processes, leveraging automation and self-service capabilities.
  • Contribute to the development and enhancement of the IT Service Management platform.
  • Maintain and expand the knowledge base to empower both service desk analysts and end-users.
  • Reporting & Analysis:
  • Generate and analyze service desk metrics and reports to identify trends, performance gaps, and areas for improvement.
  • Present insights and recommendations to senior management.

Qualifications and Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience (5+ years) in IT Service Desk operations, with at least 2-3 years in a leadership or management role.
  • Strong understanding and practical experience with industry-standard frameworks.
  • Experience with IT Service Management tools and platforms.
  • Excellent customer service orientation and strong interpersonal skills.
  • Exceptional problem-solving, analytical, and troubleshooting abilities.
  • Strong written and verbal communication skills, with the ability to convey technical information to non-technical audiences.
  • Ability to work effectively in a fast-paced and dynamic environment.

Preferred Skills:

  • Advanced certification in IT Service Management.
  • Experience with project management methodologies.
  • Familiarity with cloud environments and SaaS applications.
  • Knowledge of remote support tools and technologies.

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