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IntouchCX
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Assistant Manager, Global Service Desk

Assistant Manager, Global Service Desk

IntouchCX

10 - 15 years

15 - 20 Lacs

hyderabad

Posted:6 days ago| Platform:

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Skills Required

it service management it helpdesk operations operations management service delivery service desk troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Job

The Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects.

This person will wear many hats - In addition to managing a potentially large team of support agents, the Assistant Manager will also monitor operations to make sure issues and service requests are addressed in a timely manner, and will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks.

The ideal candidate will ensure that standards and processes are followed to provide effective customer service and meet requirements, and serve as the service-desk liaison to major business-impacting initiatives.

As Assistant Manager of Global Service Desk, You Will

Manage the day to day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations providing phone, email, and live chat support in line with the agreed SLAs
Provide and manage service delivery best practices for managing tickets and client expectations
Monitor metrics to ensure continual improvement on all processes, as well as identify problem trends to reduce future service incidents
Oversee and manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts
Develop SLA and OLAs to set expectations and measure performance of GSD
Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
Owner of key measurements, KPIs, and Service Levels for SD services
Responsible for ensuring all KPis and Metrics are measured and adhered to
Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed meetings
Process and drive incident deep dive sessions to identify gaps and develop strategies for improvement
Ensure that the Service Desk is resourced, with blended employee and flexible resources, to meet the day to day and project demands
Responsible for mentoring and coaching the GSD leads and teams with their individual career plans
Must be delivery focused and able to direct their team to deliver SLAs that enable the business to meet its objectives
Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and discuss successes/challenges
Conduct annual performance evaluations for all direct reports
Maintain a close working relationship with internal and external stakeholders to meet SLAs
Plan, coordinate, and work on ad-hoc projects for GSD as and when required

As Assistant Manager of Global Service Desk, You Have

Full time Technical Graduate or relevant graduates preferred
ITIL Certified (Desired)
Additional technical certifications would be a plus
Overall 10+ years of experience in IT service management
5 + years of experience working in Service Desk under various
Roles
3+ years of relevant experience in managing IT Helpdesk Operations or Technical Service Desk
Understanding of process, delivery and operations management
Subject matter expert in ITIL v3 or V4 service management with proven background in various technical disciplines and technologies
Must have exceptional written and oral communication skills
Technical awareness with hands-on knowledge and experience on various technologies that touch GSD
Positive attitude towards solving customer problems
The ability to accurately prioritize tasks and accomplish them in a timely fashion
The ability to review various processes and procedures and improve them and keep them up to date at regular intervals
Self-motivated and able to work in a fast paced environment
The ability to think and act independently
Strong analytical and problem solving skills.
Strong relationship-building skills, can network and work well with remote stakeholders
Excellent reporting and presentation skills
Must have an eye for details and fine prints
Must have good logical probing, understanding and troubleshooting skills.

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Assistant Manager, Global Service Desk