10 - 13 years
10 - 17 Lacs
Posted:-1 days ago|
Platform:
Work from Office
Full Time
Internal
Manager, Global Service Desk
Location : Trivandrum (Onsite)
Responsibilities
Lead L1 support across phone, chat, and email; ensure SLA attainment and queue health.
Own real-time ops (WFM, adherence, interval staffing) and weekly/monthly forecasting.
Run first-line incident intake: MTTA, on-call activation, initial customer comms.
Improve FCR and routing accuracy; reduce misroutes and reopens.
Build and maintain L1 playbooks, macros, and knowledge articles.
Hire, coach, and performance-manage agents and shift leads; run QA and calibration.
Partner with L2/L3, SRE, and Product to close the loop on defects, problems, and KB gaps.
Manage tooling (IVR/PD, ticketing, QA, WFM); drive automation and deflection.
Run monthly and quarterly Service Reviews with Customer Success and key accounts.
Report SLAs/ASA/abandon, incident & problem trends, RCA/Corrective Actions, and publish a CSI (continuous service improvement) plan with owners and due dates.
Requirements
58+ years in support/service desk; 2–3+ years managing 247 front-line teams.
Demonstrated success with WFM, interval staffing, and incident intake.
Experience in SaaS/Cloud and modern support stacks (e.g., Zendesk/Freshdesk, PagerDuty, JIRA,WFM).
Strong coaching, comms, and stakeholder management skills.
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