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Golden Opportunities Pvt Ltd
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Senior Manager - Service Desk Operations

Senior Manager - Service Desk Operations

Golden Opportunities Pvt Ltd

12 - 18 years

|

25 - 40 Lacs

Posted:1 week ago| Platform:

Apply

Skills Required

Service Desk operations Team Management Escalation Management Service Desk Management ITIL Framework Incident Management root cause analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead end-to-end service desk operations across multiple geographies.
Drive performance and operational efficiency through robust incident, request, and escalation management.
Establish and monitor KPIs, SLAs, and CSAT targets, ensuring adherence and continuous improvement.
Implement ITIL best practices for service management, including incident, problem, and change management.
Govern vendor/partner performance and contractual service delivery in managed service models.
Conduct root cause analysis and trend reviews for recurring issues and drive permanent fixes.
Define and run shift rosters, workforce planning, and capacity forecasting.

Contact Person : -

Maheshwari Balasubramanian

Email : -

maheshwari@gojobs.biz

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Golden Opportunities Pvt Ltd

Recruitment and Staffing

Bangalore

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