Service Desk Manager

You are looking for a Service Desk Manager based in Chennai for a global IT service provider. With 8+ years of experience and excellent communication skills, you will be responsible for Major Incident Management, Service Management, and Service Request. Your key responsibilities will include: - Collaborating on policies and standard operating procedures with IT Managers - Analyzing the performance of Service Desk activities to identify problem areas - Appraising Service Desk Analysts performance, providing feedback, taking corrective actions, and overseeing their training and development through coaching and mentoring - Managing and coordinating the escalation of urgent and complicated support issues to the correct IT teams - Establishing new and reporting on existing progress reports and performance metrics to measure IT effectiveness and productivity - Providing first call support for user or site issues including Applications Desktop, Wide Area Network, Local Area Network, and Telephony functions - Monitoring the problem management database and following up with assigned personnel to ensure timely resolution of problems - Maintaining alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects - Understanding the scope of Service Desk, including the relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products You will also need to have a good understanding of the company's services and offerings, as well as elemental technologies/products. You are looking for a Service Desk Manager based in Chennai for a global IT service provider. With 8+ years of experience and excellent communication skills, you will be responsible for Major Incident Management, Service Management, and Service Request. Your key responsibilities will include: - Collaborating on policies and standard operating procedures with IT Managers - Analyzing the performance of Service Desk activities to identify problem areas - Appraising Service Desk Analysts performance, providing feedback, taking corrective actions, and overseeing their training and development through coaching and mentoring - Managing and coordinating the escalation of urgent and complicated support issues to the correct IT teams - Establishing new and reporting on existing progress reports and performance metrics to measure IT effectiveness and productivity - Providing first call support for user or site issues including Applications Desktop, Wide Area Network, Local Area Network, and Telephony functions - Monitoring the problem management database and following up with assigned personnel to ensure timely resolution of problems - Maintaining alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects - Understanding the scope of Service Desk, including the relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products You will also need to have a good understanding of the company's services and offerings, as well as elemental technologies/products.