Service Desk Manager

Title: Service Desk Manager
Location: HYD/MUM/BANG Education: Any Degree Exp Level: 8-10+ Years

Roles Responsibilities:

• This role is responsible for overseeing all Level 1 support staff
• This position serves as the owner of the incident management, major incident, request catalog, knowledge base, and problem modules to ensure quality and service availability
• Additionally, the role manages and oversees the daily support activities of the IT Service Desk
• RESPONSIBILITIES Oversight of requests, incidents, major incident, knowledgebase and problem modules in ServiceNow
• Manage, maintain, and coordinate all critical and major incidents including but not limited to communication activities (oncall duty, executive summary etc.). Act as escalation point for all requests and incidents
• Develop, maintain and train on processes such as: Phone and ticket escalation Call and ticket handling dash boards and review process Call handling etiquette SLA review and improvements as needed Root cause analysis for problem tickets Continuously evaluate/refine service desk procedure development and implementation balancing industry best practices with corporate culture
• Train, coach and mentor service desk specialists (Level 1 / 2) including career development
• Oversee staff activities; builds and obtains (from other departments) training material for support staff
• Schedule employees working times and provide backup support; interact with internal and external vendors as needed
• Build, maintain, measure, report, and improve on all service desk performance metrics
• Drive making service desk the single source service delivery channel for IT
• Oversee solutions repository and ensure top quality solutions are available to the staff
• Develops an effective and workable framework for managing and improving customer IT support in the organization
• Review ServiceNow survey feedback to improve services, tools and support experience
• Follow and adhere to internal IT policy and procedures as appropriate
• Perform other management assigned tasks as required