IT Service Centre Operations Manager

1 week ago


Hyderabad, Telangana, India DAZN Full time
About the Role

As an IT Service Centre Operations Manager at DAZN, you will play a crucial role in ensuring the efficient operation of our Service Desk. This position requires strong leadership skills, technical expertise, and excellent communication abilities.

Key Responsibilities
  • Manage the day-to-day activities of the IT Service Centre, including incident and request management.
  • Develop and implement strategies to meet customer SLAs and improve overall service quality.
  • Mentor and guide the Service Desk team to ensure they have the necessary skills and knowledge to perform their duties effectively.
  • Lead weekly meetings with the Service Desk team to discuss performance, share best practices, and introduce new services.
  • Perform regular reviews of team queues and identify areas for improvement.
  • Ensure all staff members receive appropriate training and development opportunities to meet future requirements.
  • Manage the IT Service Centre rota, including early, late, and weekend shifts.
  • Drive continuous improvement through process enhancement and knowledge sharing.
Requirements
  • Bachelor's degree in Information Technology or related field.
  • Minimum 2 years of experience in IT support at a 2nd line level.
  • Proven experience leading a team in an IT Service Centre environment.
  • Strong understanding of ITIL best practices, including Incident Management, Problem Management, Change Management, and CMDB.
  • Technical proficiency in Windows, MacOS, Mobile computing, Active Directory, Networking concepts, Remote access management, System administration, and PowerShell scripting.
  • Excellent communication and interpersonal skills.
  • Ability to work in shifts, including weekends and overnights.
What We Offer

We offer a competitive salary of $80,000 - $110,000 per year, depending on experience, as well as a range of benefits and opportunities for career growth.


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