IT Service Desk Manager IND

About us:

OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group's business strategy to provide operational service support. OSBI works with the Group's trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.

• Effectively manage, develop, and train the service desk team achieve service excellence.
• Establish clear objectives, provide regular feedback, and conduct performance reviews of the TLs, SMEs.
• Drive the team to meet all defined Metrices for calls and tickets.
• Identify automation possibilities within existing BAU tasks and lead to completion.
• Report to leadership on daily/ weekly / monthly stats as guidelined
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Coordinate IT Service Desk training and development programs
• Performance monitoring – setting KRAs, KPIS for all roles directly reporting to him / her
• Provide assistance to build, review and maintain Standard Operating Procedures, IT / Application Manuals, Support Manuals, Checklists, Compliance (e.g. SLA) dashboards and all other Management Information packs as required
• Review shift staffing to understand team workload, their skills and how much capacity the service desk has for the day/week.
• Review metrics and reports to adjust staffing and workflows as needed to optimize service-desk performance.
• Foster a positive and productive team culture
• Be and advocate of customer satisfaction and critically review any negative feedback or concerns that customers have raised as a part of the post-ticket satisfaction survey.
• Analyse data to identify areas for improvement and implement proactive measures. Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.
• Adhere to IT security policies and practices. Monitor and address security-related concerns and access control.
• Manage internal and external audit reports related to IT service desk activities and processes
• Ensure 24/7 team availability to actively support

Any other responsibilities assigned to him / her by IT management team as required.

Why join OSBI?

We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.

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