About the Role
The role will oversee IT service desk operations and ITSM processes, ensuring efficient, high-quality IT support delivery to global end users. This role focuses on managing a team of IT service desk professionals for driving service excellence and continuous improvement of ITSM processes.
Role & responsibilities
Helpdesk Operations Management
- Oversee the IT helpdesk team, ensuring effective and timely resolution of incidents, service requests, and escalations.
- Monitor and optimize helpdesk performance against SLAs and KPIs, driving continuous improvements in response times, resolution rates, and user satisfaction.
- Develop processes to manage high-priority incidents, ensuring effective communication and quick resolutions to minimize business impact.
- Implement and maintain a robust knowledge management system to facilitate faster issue resolution and self-service adoption.
- Manage the integration of service desk tools and platforms (e.g., ServiceNow, BMC Remedy, Freshservice) to improve operational efficiency.
ITSM Process Implementation and Governance
- Lead the design, implementation, and management of ITSM processes, including incident, problem, change, and request management.
- Establish and enforce ITIL-aligned service management policies, standards, and workflows to ensure operational consistency.
- Conduct root cause analyses (RCA) for recurring issues, driving problem management initiatives to prevent future disruptions.
- Collaborate with IT operations, infrastructure, and application teams to ensure smooth handoffs and resolution of cross-functional issues.
- Track and analyze trends in IT service delivery to identify opportunities for process optimization and automation.
Continuous Improvement and Automation
- Identify and drive automation initiatives (e.g., chatbots, self-healing IT systems, and AI-driven monitoring) to enhance service desk efficiency and user experience.
- Implement proactive monitoring and reporting tools to detect and resolve issues before they escalate.
- Foster a culture of continuous improvement by implementing feedback mechanisms and analyzing end-user satisfaction surveys.
Team Leadership and Development
- Lead and mentor a team of helpdesk analysts, support engineers, and ITSM professionals, fostering collaboration, accountability, and professional growth.
- Develop training programs to enhance technical skills, ITSM knowledge, and customer service capabilities.
- Establish clear goals, performance metrics, and career development plans for the team.
Stakeholder Management
- Act as the primary point of contact for IT service desk performance, building strong relationships with internal business units.
- Communicate service updates, outages, and resolutions effectively to stakeholders and senior leadership.
- Partner with vendors and third-party service providers to ensure compliance with SLAs and performance standards.
Service Reporting and Metrics
- Develop and manage dashboards and reports to track key ITSM and helpdesk performance metrics, such as response times, resolution rates, and user satisfaction.
- Provide regular updates to leadership on trends, operational challenges, and opportunities for improvement.
- Ensure alignment of helpdesk performance with business needs and IT service goals.
Skills Required
- Strong understanding of ITIL processes and ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Freshservice).
- Expertise in incident management, service request fulfillment, and problem management in a global environment.
- Familiarity with automation tools, chatbots, and AIOps to optimize IT support delivery.
- Proficiency in monitoring and reporting tools to measure and improve service desk performance.
- Demonstrated experience in leading and developing high-performing IT service desk or ITSM teams.
- Ability to motivate and coach teams to deliver exceptional customer service.
- Strong organizational and prioritization skills to manage large teams and high ticket volumes effectively.
- Strong communication and interpersonal skills to engage with stakeholders and end users at all levels.
- Proven experience in implementing ITIL-aligned processes and driving service improvements.
- Analytical and problem-solving skills to identify root causes and drive preventive measures.
Preferred candidate profile
- 8-10 years of experience in IT service desk management and ITSM roles, with at least 3-5 years in a leadership position.
- Proven track record in managing global IT service desk operations, driving SLAs, and delivering service excellence.
- Experience in implementing ITSM tools, automation, and process improvements.
- Exposure to large-scale IT support environments within a global enterprise is preferred.
- Bachelors Degree in Information Technology, Computer Science, or a related field. (Masters Degree preferred)
Certifications:
- ITIL v4 Foundation certification is required (Intermediate/Expert-level ITIL certifications preferred).
- Certifications in ITSM tools (e.g., ServiceNow Certified System Administrator or equivalent) are desirable.
- Project management certifications (e.g., PMP, Scrum Master) are a plus.
