Service Desk Leader

21 hours ago

Bengaluru, Karnataka, India beBeeDirector Full time ₹ 9,00,000 - ₹ 12,00,000
IT Service Desk Director

We are seeking a highly skilled and experienced IT Service Desk Director to lead our team in delivering exceptional customer service and support. The ideal candidate will have a proven track record of successfully managing and improving service desk operations, as well as a strong understanding of ITIL practices and service management principles.

  • Job Description:
  • Develop and execute the IT service desk strategy to support organizational objectives.
  • Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery.
  • Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies.
  • Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration.
  • Define team roles and responsibilities, ensuring adequate staffing and skill development.
  • Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities.
  • Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems.
  • Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction.
  • Ensure compliance with ITIL practices, change management processes, and organizational policies.
  • Act as the primary point of contact for escalations, ensuring swift resolution and maintaining high customer satisfaction.
  • Drive initiatives to improve the end-user experience, including user education, self-service resources, and proactive communication.
  • Conduct regular satisfaction surveys and leverage feedback to enhance IT support services.
  • Required Skills and Qualifications:
  • Education: Bachelors degree in information technology, Computer Science, or a related field.
  • Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.
  • Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale
  • Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.
  • Benefits:
  • Opportunity to work with a leading organization in the industry.
  • Competitive salary and benefits package.
  • Professional development and growth opportunities.
  • Others:
  • Relocation assistance may be provided.

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