Service Desk Manager

Role: Service Desk Manager

Exp: 15+ years

Location: Chennai / Noida

A Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring efficient and effective support to end-users, and aligning service delivery with business goals. This role acts as the bridge between IT services and the business, ensuring high-quality support and continuous improvement.

Core Responsibilities

1. Operational Leadership

Manage daily service desk operations and ensure timely resolution of incidents and service requests.

Monitor KPIs such as first-call resolution, response time, and ticket backlog.

Ensure compliance with ITIL practices and internal SLAs.

2. Team Management

Lead and mentor service desk staff, including technicians and analysts.

Conduct performance evaluations and provide coaching and development opportunities.

Foster a collaborative and customer-focused team culture. ( Team Size *170 + ) ( Location – India & Mexico )

3. Process & Quality Improvement

Develop and maintain service desk processes and documentation.

Conduct regular audits and assessments (e.g., SWOT, gap analysis) to identify improvement areas.

Promote continual service improvement initiatives.

4. Stakeholder Communication

Serve as the primary liaison between the service desk, IT teams, and business stakeholders.

Communicate service performance and improvement plans to senior management.

Represent the service desk in cross-functional initiatives.

5. Customer Experience

Ensure courteous, consistent, and jargon-free communication with users.

Take ownership of customer issues and ensure resolution within agreed timelines.

Promote the service desk as a core business asset.

Key Skills & Qualifications

Strong knowledge of ITSM tools (e.g., ServiceNow), Windows/macOS, networking, and cloud platforms (e.g., Microsoft 365, Azure).

ITIL v3/v4 Foundation certification preferred.

10+ years of experience in service desk or IT support roles, with at least 5 to 7 years in a leadership capacity.

Excellent communication, analytical, and problem-solving skills.

Ability to manage change, drive performance, and influence stakeholders.