IT Service Desk Director

1 month ago


Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time

About Us

Cloud Counselage Pvt Ltd is a pioneering organization that aims to revolutionize the IT service desk industry.

Overview:

The company is seeking an exceptional IT Service Desk Director to lead its service desk operations, driving efficiency and excellence in delivering top-notch IT support services.

Estimated Salary:$110,000 - $140,000 per annum, depending on experience and qualifications.

Job Description:

As an IT Service Desk Director at Cloud Counselage Pvt Ltd, you will be responsible for overseeing the entire service desk team, ensuring timely and accurate resolution of IT issues across the organization. You will develop and implement strategies to improve service desk performance, reducing resolution times and enhancing user satisfaction.

Key Responsibilities:

  • Team Management: Lead a team of skilled IT professionals, providing guidance and support to ensure seamless service delivery.
  • Performance Improvement: Develop and implement actionable plans to enhance service desk performance, focusing on process optimization, quality control, and customer satisfaction.
  • Knowledge Base: Oversee the development and maintenance of the service desk knowledge base, standard operating procedures, and best practices to ensure efficient incident management.
  • Critical Incident Response: Serve as the escalation point for critical incidents, coordinating prompt resolutions with other IT teams and stakeholders.
  • Professional Development: Foster a culture of continuous learning, ensuring team members receive regular training and skill enhancement opportunities.

Requirements:

  • Leadership Experience: Proven track record of managing IT support teams and driving service desk operations improvement.
  • Technical Expertise: Strong knowledge of service desk tools, incident management, and ITIL principles.
  • Communication Skills: Excellent leadership, communication, and organizational skills to effectively manage the team and collaborate with cross-functional groups.
  • Industry Knowledge: Familiarity with enterprise-level IT systems, networking, and security best practices.
  • Education: Bachelor's or Master's degree in computer science, IT, or a related field, with 5+ years of experience in IT service desk roles, including management experience.

Work Location: Remote/Hybrid/In-Office

Benefits:

  • Competitive Salary:$110,000 - $140,000 per annum, depending on experience and qualifications.
  • Attractive Benefits Package: Comprehensive health insurance, retirement plan, paid time off, and professional development opportunities.
  • Remote Work Options: Flexible work arrangements to balance work and personal life, with options for remote work and hybrid schedules.


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