Service Desk - Lead (12-15 Years)

Job Description

Job Title: Service Desk - Lead Job Location: Bengaluru, India What we offer? Veoneer is a world leader, and over the years, Veoneer has delivered more than 1.1 billion electronic control units and crash sensors to car manufacturers globally. Owned by AIP and headquartered in the U.S. Veoneer has approximately 2,550 employees in 11 countries. What you'll do? Responsible for the efficient and effective Operations in IT ServiceDesk Single point of contact for SD support calls for IT related questions/problems Manage daily operation of the service desk, through recurring tasks and a structured approach. Training & mentoring the team on process and updates. Support and assist in configuring Service Requests, Survey and Knowledgebase Module in SNOW Ticket logging and tacking Incident Management for Priority tickets Continuous collaboration with Veoneer Functions in refining the process and automating the tasks. Managing SLAs, KPIs & CSI and ensure all the criteria are meet. Improve techniques and document practices for managing queries, troubleshooting and incident prioritization and resolution. Ticket quality assessments will play an important role. Creating and leading Weekly, Monthly, Quarterly Reports on team performance and inflow of the tickets. Incident Management, Request Management & Escalation Management Ensuring the project and resources meets all quality parameters. Working with Automation team to identify the scope of automation on repetitive tasks. What you'll bring? ITIL Certification Knowledge in ITIL and COBIT processes Experience with utilizing ServiceNow in an enterprise environment Proven experience in a service desk or technical support management Excellent verbal and written communication Strong leadership and team management skills, with the ability to motivate and inspire. Proven effectiveness to bring groups of people together to achieve a goal. Continuous improvement mindset Quick learner who easily adapts to ambiguous situations Strong relationship building skills Preferred Qualification: Any technical graduate degree preferred Show more Show less