Service Desk Manager
3 weeks ago
Description and Requirements
Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances 7+ years experience as a People Manager in an IT production Service Desk support/Service Desk environment Proven ability to build and maintain strong working relationships with business and technology partners Ability to understand complex information and summarize in a clear, concise fashion Strong understanding ITIL processes and procedures including Incident, Problem and Change Management Certified in ITIL V3 , Project management. Analyze performance of Service Desk activities to identify any problem areas Evaluate Service Desk Engineers performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring Manage and coordinate the escalations, critical and complex support issues to the correct IT teams Establish reporting and performance metrics to measure SD effectiveness and productivity Provide first call support for user or site issues to include Applications Desktop,Laptops, IPAD’s, Wide Area Network, Local Area Network and Video Conferencing etc Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems Build operational capability, drive Key KPI and matrices Understanding of the scope of Service Desk functions , build a referenceable database of known issues and problems Proficiency with operating systems and Microsoft Office suiteSSG Hiring
Additional Locations : * India - Mahārāshtra - Mumbai * India - Mahārāshtra - Mumbai * India * India - Mahārāshtra * India - Mahārāshtra - Mumbai , * India - Mahārāshtra - Mumbai-
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