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PerkinElmer
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Service Desk Manager

Service Desk Manager

0 years

|

0 Lacs

Posted:16 hours ago| Platform:

Apply

Skills Required

service governance development analyze metrics support management communication

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
Manage and promote development of Service Desk team members
Ensure Service Desk operations meet the agreed SLAs and KPIs
Implement Service Desk processes and continuous improvement initiatives
Monitor customer satisfaction and implement improvement actions
Coordinate with other service teams for seamless issue resolution
Maintain Service Desk knowledge base and self-service capabilities
Analyze Service Desk metrics and trends for operational insights
Support major incident management and communication activities
Implement tools and technologies to improve Service Desk efficiency
Ensure Service Desk alignment with the overall service delivery strategy

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