Global Service Desk Manager

Job Description

Job Description « Back to Page Apply Now Request No: RA-1325-3523 DESIGNATION: Global Service Desk Manager DESCRIPTION: Role: Manage service desk operations and achieve client SLA within budgeted FTE’s ensuring all compliance and continuous improvement leading to client value creation thus client satisfaction. Manage multiple internal Help Desk teams and/or external Client Accounts. Must Have: Client relation management, Operations management, People and Performance management, Budget / cost pyramid management, Transition management, Provide cross functional support. Should have good People Management skills. Should exhibit good Client Relations skills. Should display Interpersonal skills. Must have Problem-solving and Analytical skills. Should be proficient with Microsoft Excel reporting and Microsoft PowerPoint presentations. Should be Self-motivated and capable of motivating Team/Colleagues Good knowledge of Incident Management and Reporting tools. Good to Have: Ensure client value creation, Maintain good rapport with clients, Participate in client meeting and client reviews, Manage client communications including knowledge transfers, Show case service desk capabilities to prospective clients. ITIL Foundation, ITIL Intermediate, PMP, Prince etc. KRA: Role: Manage service desk operations and achieve client SLA within budgeted FTE’s ensuring all compliance and continuous improvement leading to client value creation thus client satisfaction. Manage multiple internal Help Desk teams and/or external Client Accounts. Must Have: Client relation management, Operations management, People and Performance management, Budget / cost pyramid management, Transition management, Provide cross functional support. Should have good People Management skills. Should exhibit good Client Relations skills. Should display Interpersonal skills. Must have Problem-solving and Analytical skills. Should be proficient with Microsoft Excel reporting and Microsoft PowerPoint presentations. Should be Self-motivated and capable of motivating Team/Colleagues Good knowledge of Incident Management and Reporting tools. Good to Have: Ensure client value creation, Maintain good rapport with clients, Participate in client meeting and client reviews, Manage client communications including knowledge transfers, Show case service desk capabilities to prospective clients. ITIL Foundation, ITIL Intermediate, PMP, Prince etc. DEPARTMENT: RMS - GSD Experience: 8-14 QUALIFICATION: B E in Electronics & Communicanation SKILL: Client Engagement,Service Desk Management,Client Management EMPLOYMENT TYPE: Permanent LOCATION: Mumbai