Assistant Manager

Job Description

Greetings from Mphasis!! We are hiring Assistant Manager - Service Desk Capability for Pune location. Who are we looking for? Candidates who are domain SMEs in the Service Desk field with expertise in Service Operations, Transition, Service Management, Data Analytics, and Client Consulting. This is a client-facing role requiring excellent communication skills. Job Responsibilities Support Service Desk delivery teams with standard operational frameworks Develop and revise service desk standards and measure compliance Respond to RFI/RFPs with sales/pre-sales teams Draft proposals including effort estimation, delivery platform, and transition plans Identify vendors for end-user support solutions Facilitate benchmarking and study industry trends Build annual themes to develop domain expertise Provide consulting on problems, SIPs, and transformation journeys Prepare presentations and SOPs for various stakeholders Maintain and enhance Service Desk offering library Execute/coordinate automation and ITSM workflows Enable virtual assistants and design self-service portals Create request catalogues and orchestration for auto-fulfillment Participate in analyst briefings and design ITSM processes Identify and resolve gaps in Service Management Experience 5+ years in Service Desk operations 2+ years in Service Desk practice SKILLS: Core Skills: Analytical skills, SLA Management, MS Office Business Communication, Decision Making Solution Design, Financial Planning Business Relationship Management, RFP Responses Technical Skills: Ticketing Tool – Advanced MS Office – Advanced Avaya Operating Skills – Intermediate Avaya CMS Operations/Reports – Intermediate Nice Tool Operations – Beginner BP/IEX Scheduling Tool – Beginner Networking Concepts – Intermediate Client Process Knowledge – Advanced DMAIC – Advanced Client Business Awareness – Intermediate Call Center Infrastructure – Advanced Industry Practices and Trends – Intermediate Email Etiquette – Advanced Customer Service Skills – Advanced KB Script Development – Advanced Analytical Skills – Advanced Client Business Relationship Management – Beginner SLA Management – Beginner Process Mapping/Engineering – Advanced Leadership & Behavioral Skills: Business Communication – Advanced Decision Making – Advanced Patience, Stress Management – Intermediate/Beginner Positive Attitude, Feedback Acceptance – Intermediate Teamwork, Influencing, Customer Insight – Intermediate Solution-Based Approach, Follow Through – Intermediate Personal Credibility, Self-Development – Beginner Result Focus, Drive to Win – Beginner Focus, Recognition, Approachability – Intermediate Fairness, Fostering Teamwork – Intermediate Domain Skills: Infrastructure Support – Service Desk – Advanced Process & Quality Skills: Information Security & Compliance – Advanced ITIL Expert – Advanced GSD Standards – Advanced Quality Management Systems – Advanced Business Continuity Plan – Intermediate QMS, ISMS, ISO Concepts – Advanced PMP – Advanced Qualification Any Graduate ITIL Certification preferred Interested Candidates can Apply to this post OR mail me your resumes.