Service Desk Manager

Customer Service and Support

Job Title:

Job Description

Role:Service desk Manager

Designation: Service desk Operations Manager

Location: Pune

Years of experience: 1 year of experience as a Manager

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

The Service Desk Manager is responsible for overseeing the daily operations of the service desk team to ensure the timely and effective resolution of technical issues and support requests. This role involves managing the team, improving processes, and ensuring high levels of customer satisfaction through excellent service. The Service Desk Manager will also play a critical role in defining and implementing best practices, optimizing ticket management systems, and collaborating with other departments to ensure IT service delivery aligns with the overall business objectives.Service Desk Operations:

Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.

Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.

Ensure proper escalation procedures are followed for critical issues. Manage service desk ticketing systems and workflows for improved efficiency.

Team Management:

Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.

Set clear goals and performance standards for team members, encouraging continuous improvement.

Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.

Coordinate staff schedules to provide adequate coverage during business hours.

Customer Satisfaction:

Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.

Analyse customer feedback and service reports to identify areas for improvement.

Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.

Process Improvement:

Review and improve service desk processes to align with ITIL or other service management frameworks.

Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.

Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.

Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.

Reporting and Analysis:

Prepare and present regular reports on service desk performance, trends, and areas for improvement.

Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.

Track and analyse support tickets to identify recurring issues and implement preventative solutions.

Key skills and knowledge:

Leadership and team management

Customer-focused mindset

Strong technical knowledge

Analytical and reporting skills

Communication and interpersonal skills

Process improvement and change management

Education:

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).

7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.

Proven experience managing a customer-facing service desk or IT support team.

Strong understanding of IT service management (ITSM) frameworks such as ITIL.

Excellent problem-solving and decision-making abilities.

Strong leadership, communication, and team management skills.

Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).

Ability to work in a fast-paced environment and manage multiple priorities.

Stay up to date with emerging technologies and industry trends to continuously improve service desk functions.

Preferred Qualifications:

ITIL Foundation and other relevant certifications.

Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization

Experience with cloud-based solutions, enterprise software, and network management.

Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.

Experience in change management and continuous improvement initiatives

Disclaimer:

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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