Service Desk Manager//Operations Manager//International BPO

About the Role

Hiring for Operations Manager/Service Desk Manager. Must be Ops Manager On papers in International BPO. Experience in International Technical Voice Process is Mandatory. Must be strong in Operations Matrices. Over All Experience 8+ Years. Mode of Interview- Virtual. CTC UPTO 16LPA. Work From Office.

8+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.

Responsibilities

• Service Desk Operations:
• Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.
• Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.
• Ensure proper escalation procedures are followed for critical issues.
• Manage service desk ticketing systems and workflows for improved efficiency.
• Team Management:
• Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.
• Set clear goals and performance standards for team members, encouraging continuous improvement.
• Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.
• Coordinate staff schedules to provide adequate coverage during business hours.
• Customer Satisfaction:
• Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.
• Analyze customer feedback and service reports to identify areas for improvement.
• Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.
• Process Improvement:
• Review and improve service desk processes to align with ITIL or other service management frameworks.
• Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.
• Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.
• Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.
• Reporting and Analysis:
• Prepare and present regular reports on service desk performance, trends, and areas for improvement.
• Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.
• Track and analyse support tickets to identify recurring issues and implement preventative solutions.

Qualifications

• Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience).
• 7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.
• Proven experience managing a customer-facing service desk or IT support team.
• Strong understanding of IT service management (ITSM) frameworks such as ITIL.
• Excellent problem-solving and decision-making abilities.
• Strong leadership, communication, and team management skills.
• Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Ability to work in a fast-paced environment and manage multiple priorities.
• Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.

Preferred Skills

• ITIL Foundation and other relevant certifications.
• Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization.
• Experience with cloud-based solutions, enterprise software, and network management.
• Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.
• Experience in change management and continuous improvement initiatives.

Pay range and compensation package

CTC UPTO 16LPA

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