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Digital Transformation IT Service Desk Director

2 weeks ago

Gurgaon, Haryana, India TP Full time
Job Overview

The Vice President/Director of IT Service Desk Operations will lead and oversee the IT service desk team, ensuring delivery of high-quality technical support and customer service across the organization.

Key Responsibilities
  • Develop and execute the IT service desk strategy, aligning with the organization's digital transformation goals.
  • Champion the integration of AI and automation technologies to streamline service desk operations and improve response times.
  • Lead the transition from traditional service desk models to AI-powered support systems, ensuring a seamless transformation process.
  • Drive continuous improvement initiatives by leveraging data analytics and AI tools for enhanced decision-making.
Operational Management
  • Oversee day-to-day service desk operations, ensuring timely and effective resolution of IT issues, with a focus on integrating AI chatbots and automated workflows to handle routine requests.
  • Monitor and manage service desk metrics, including response time, resolution time, customer satisfaction, and first-call resolution rates.
  • Lead the development of AI-based self-service portals and knowledge management systems to empower end-users and reduce ticket volume.
Team Leadership and Development
  • Lead, mentor, and develop the service desk team, promoting professional growth and high performance.
  • Recruit, train, and retain top IT support talent.
  • Conduct regular team reviews and provide ongoing feedback and coaching.
Leadership in a Digital Age
  • Inspire teams to embrace digital tools and AI, fostering a tech-savvy and forward-thinking support culture.
  • Mentor teams in adopting AI tools and leveraging them for improved problem-solving.