Service Desk Manager
3 days ago
Role Purpose:
The Service Desk Manager is responsible for ensuring the delivery center meets all key performance indicators and service levels. This includes ownership of critical deliverables and metrics for SD services.
Main Responsibilities:
Performance of a single delivery center, adherence to standards, and measurement and reporting of metrics.
Overall responsibility for processes, escalations, knowledge management within the DC, new transitions, and integration with current teams.
Key Activities:
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and ensures alignment
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet demand and deliver required capacity
- Ensures process changes are implemented
- Implements performance reporting for all SLAs and KPIs and ensures adherence to SLAs
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with Team Leads
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
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