Service Desk Manager - L1

Role Overview: As a Service Desk Manager at Wipro, your primary responsibility will be to oversee help desk support to ensure timely and effective resolution of end-user issues. You will implement strategies to improve productivity and reduce incidents at the Service Desk, enabling users to access information and technology resources efficiently. Effective communication with customers and stakeholders is essential to assess support needs, identify technology requirements, and address service concerns promptly. Your role will also involve training and guiding support specialists on utilizing the help desk problem-management process with a customer-focused approach. Key Responsibilities: - Oversee help desk support to ensure timely and effective resolution of end-user issues - Implement strategies to improve productivity and reduce incidents at the Service Desk - Enable users to access information and technology resources efficiently - Communicate effectively with customers and stakeholders to assess support needs and address service concerns promptly - Train and guide support specialists on the help desk problem-management process - Monitor service level targets, benchmarks, and compliance levels - Analyze support calls and information requests to enhance end-user capacity and reliance on support personnel - Maintain comprehensive documentation and track unit performance through metrics - Provide regular performance reports to leadership - Manage end-user technology assets, facilitate equipment purchases and implementation - Conduct research on hardware and software products - Recommend technology enhancements based on user feedback - Stay informed about emerging trends and technologies - Contribute to information management projects - Collaborate with staff from other units, network administrators, and vendors management Qualifications Required: - Mandatory skills in Technology (Alight IT) - 8-10 years of relevant experience (Note: Additional details about the company were not provided in the job description),