IT Service Desk Manager IND

• Effectively manage, develop, and train the service desk team achieve service excellence.
• Establish clear objectives, provide regular feedback, and conduct performance reviews of the TLs, SMEs.
• Drive the team to meet all defined Metrices for calls and tickets.
• Identify automation possibilities within existing BAU tasks and lead to completion.
• Report to leadership on daily/ weekly / monthly stats as guidelined
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Coordinate IT Service Desk training and development programs
• Performance monitoring – setting KRAs, KPIS for all roles directly reporting to him / her
• Provide assistance to build, review and maintain Standard Operating Procedures, IT / Application Manuals, Support Manuals, Checklists, Compliance (e.g. SLA) dashboards and all other Management Information packs as required
• Review shift staffing to understand team workload, their skills and how much capacity the service desk has for the day/week.
• Review metrics and reports to adjust staffing and workflows as needed to optimize service-desk performance.
• Foster a positive and productive team culture
• Be and advocate of customer satisfaction and critically review any negative feedback or concerns that customers have raised as a part of the post-ticket satisfaction survey.
• Analyse data to identify areas for improvement and implement proactive measures. Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.
• Adhere to IT security policies and practices. Monitor and address security-related concerns and access control.
• Manage internal and external audit reports related to IT service desk activities and processes
• Ensure 24/7 team availability to actively support

Any other responsibilities assigned to him / her by IT management team as required.