Senior Manager - Service Desk Operations

Job Description: As a Senior Manager for Service Desk Operations based in Mysore, your role involves leading end-to-end service desk operations across multiple geographies. You will be responsible for driving performance and operational efficiency by implementing robust incident, request, and escalation management processes. Monitoring and establishing key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction (CSAT) targets will be crucial to ensure adherence and drive continuous improvement. You will implement ITIL best practices for service management, focusing on incident, problem, and change management. Additionally, you will oversee vendor and partner performance, ensuring contractual service delivery in managed service models. Conducting root cause analysis, trend reviews for recurring issues, and driving permanent solutions will be part of your responsibilities. In this role, you will define and manage shift rosters, workforce planning, and capacity forecasting to ensure optimal resource utilization. Your expertise in service desk operations will be essential in meeting business objectives and maintaining high service standards. Key Skills: - SERVICE DESK OPERATIONS Other Information: - Job Code: GO/JC/704/2025 - Recruiter Name: Maheshwari Balasubramanian Industry Type: ITES/BPO/KPO Functional Area: ITES/BPO/Customer Service Required Education: Bachelor Degree Employment Type: Full Time, Permanent,