Service Desk Manager- Quality

15 hours ago

Noida, Uttar Pradesh, India Tech Mahindra Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Proven experience leading and managing a service desk or technical support team, typically 5+ years.

Experience managing teams across multiple shifts or remote locations is often preferred

ITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles

  • Ability to interpret data, identify root causes of problems, and develop effective solutions
  • Should be able to track and analyze key performance indicators (KPIs), such as resolution times, customer satisfaction scores, and ticket volumes, to identify trends, gaps, and areas for improvement
  • Apply methodologies like Lean, Six Sigma, or PDCA to identify inefficiencies and implement process improvements and process simplifications
    •Should be able to handle & achieve the departmental requirements
  • Lead the implementation and management of the Quality Management System (QMS) to ensure consistency, accountability, and adherence to quality goals
  • Strong oral and written communication skills, with the ability to influence and persuade stakeholders. Should contribute to the business by proactively providing solutions to pre-empt possible situations which might impact performance
  • Directly handling escalated technical issues, engaging with customers to resolve complex queries, and ensuring a high standard of service delivery and customer satisfaction
  • Proficiency in ITIL framework, service desk software, network troubleshooting & incident management
  • Act as a point of escalation for complex or high-priority customer complaints and service delivery issues.
  • Good communication skills (Role requires interaction with Sr. Leadership and customers)
  • Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
    •Should be sound in his/her knowledge on Quality tool
  • Should be able to think on the feet to make decisions related to steps which would impact business Role & responsibilities

  • Service Desk Manager

    3 days ago

    Noida, Uttar Pradesh, India Wipro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role: Service Desk Manager Do: ESSENTIAL DUTIES/RESPONSIBILITIES : Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. Improve productivity at ServiceDesk by focusing on reducing incidents, use self-heal and...

  • Service Desk Manager

    1 week ago

    Noida, Uttar Pradesh, India Wipro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job DescriptionRole:Service Desk ManagerDo: ESSENTIAL DUTIES/RESPONSIBILITIES :Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. Improve productivity at ServiceDesk by focusing on reducing incidents, use...

  • Service Desk Support

    1 week ago

    Noida, Uttar Pradesh, India Tech Mahindra Ltd Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Service Desk - L1 and L2 Support Tech Mahindra is Hiring for Service desk Role - L1 and L2 Support (WFO) Roles & Responsibilities:Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team. ...

  • Senior Service Desk

    1 week ago

    Noida, Uttar Pradesh, India NTT DATA Global Delivery Services Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Senior Service Desk - Technical Support "Senior Service Desk Associate English India – Work from Office Competitive Salary & Benefits Role OverviewThe Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and...

  • Service Desk

    1 week ago

    Noida, Uttar Pradesh, India NTT DATA Global Delivery Services Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Service Desk - Technical Support Req ID: 334438 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Desk - Technical Support to join our team in Noida, Uttar Pradesh...

  • Service Desk Engineer-Infrastructure Management

    4 days ago

    Noida, Uttar Pradesh, India Sopra Steria Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Company DescriptionAbout Sopra SteriaSopra Steria, a major Tech player in Europe with 50,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies...

  • Service Desk Engineer-Infrastructure Management

    7 days ago

    Noida, Uttar Pradesh, India Sopra Steria Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Company Description About Sopra SteriaSopra Steria, a major Tech player in Europe with 50,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies...

  • Senior Associate – Service Desk

    14 hours ago

    Noida, Uttar Pradesh, India Coforge Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Company DescriptionCoforge is a global digital services and solutions provider specializing in delivering real-world business impact through deep domain expertise and emerging technologies. As the 7th largest Indian IT services firm, Coforge recorded $1.45 billion in revenue in FY25, and enters FY26 with a $1.55 billion executable order book. Coforge...

  • Front Desk Receptionist

    24 hours ago

    Noida, Uttar Pradesh, India Future Indo Global Service Full time ₹ 1,50,000 - ₹ 3,00,000 per year

    Responsibilities:* Greet guests, manage front desk operations.* Tele-calling and tele-counselling.* Schedule appointments, handle phone calls.* Handle client queries, grooming.

  • Service Desk Engineer-Service Support

    1 week ago

    Noida, Uttar Pradesh, India Sopra Steria Full time ₹ 2,50,000 - ₹ 5,00,000 per year

    Company Description About Sopra SteriaSopra Steria, a major Tech player in Europe with 50,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies...