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Service Desk Manager

Service Desk Manager

Invest4edu

1 - 4 years

4 - 7 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

service delivery training service level technology management senior management process improvement service desk customer service training and development customer engagement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leadership:

Supervise and mentor a team of service desk analysts, providing guidance and support to foster professional growth and development.

Operations Management:

Manage day-to-day operations of the service desk, ensuring timely and effective resolution of incidents and service requests.

Performance Monitoring:

Establish and track key performance indicators (KPIs) to measure service desk performance, ensuring adherence to service level agreements (SLAs).

Process Improvement:

Analyze service desk processes and workflows, identifying areas for improvement and implementing best practices to enhance efficiency and effectiveness.

Customer Engagement:

Act as a point of escalation for complex issues, ensuring effective communication with end-users and stakeholders throughout the resolution process.

Training and Development:

Develop and implement training programs for service desk staff to enhance technical skills and customer service capabilities.

Reporting:

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

Collaboration:

Work closely with IT teams and other departments to resolve issues and enhance service delivery.

Technology Management:

Stay updated on industry trends and technologies, evaluating tools and systems to improve service desk operations.

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Service Desk Manager