Service Desk Manager- Quality

Proven experience leading and managing a service desk or technical support team, typically 5+ years.

Experience managing teams across multiple shifts or remote locations is often preferred

ITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles

• Ability to interpret data, identify root causes of problems, and develop effective solutions

• Should be able to track and analyze key performance indicators (KPIs), such as resolution times, customer satisfaction scores, and ticket volumes, to identify trends, gaps, and areas for improvement

• Apply methodologies like Lean, Six Sigma, or PDCA to identify inefficiencies and implement process improvements and process simplifications

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  Should be able to handle & achieve the departmental requirements

• Lead the implementation and management of the Quality Management System (QMS) to ensure consistency, accountability, and adherence to quality goals

• Strong oral and written communication skills, with the ability to influence and persuade stakeholders. Should contribute to the business by proactively providing solutions to pre-empt possible situations which might impact performance

• Directly handling escalated technical issues, engaging with customers to resolve complex queries, and ensuring a high standard of service delivery and customer satisfaction

• Proficiency in ITIL framework, service desk software, network troubleshooting & incident management

• Act as a point of escalation for complex or high-priority customer complaints and service delivery issues.

• Good communication skills (Role requires interaction with Sr. Leadership and customers)

• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

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  Should be sound in his/her knowledge on Quality tool

• Should be able to think on the feet to make decisions related to steps which would impact business

  Role & responsibilities