Operations Manager - Service Desk

As an Operations Manager for the Service Desk team, your role involves leading, managing, and developing a team of 50-100 professionals working across multiple shifts. Your primary responsibility is to ensure the smooth delivery of IT support services in accordance with SLAs, KPIs, and customer expectations. This includes driving incident management, request fulfilment, escalation handling, and problem resolution to maintain operational efficiency. Key Responsibilities: - Lead, manage, and develop a service desk team of 50-100 professionals across multiple shifts. - Ensure smooth delivery of IT support services in line with SLAs, KPIs, and customer expectations. - Drive incident management, request fulfilment, escalation handling, and problem resolution. - Implement ITIL best practices to optimize efficiency and service quality. - Monitor performance metrics, generate reports, and provide insights for continuous improvement. Qualifications Required: - Bachelor's degree - PMP certification - Strong background in service desk operations Please note that this job also involves adherence to industry best practices, specifically ITIL, to deliver high-quality service to customers. The role requires a proactive approach to problem-solving and a keen eye for detail to drive continuous improvement in service delivery. Please feel free to reach out to Maheshwari Balasubramanian, the recruiter, if you have any further questions regarding this opportunity.,