Service Desk Manager

Job Summary:

Key Responsibilities:

• Governance and Compliance:

  Develop and implement governance frameworks, policies, and procedures for the ServiceDesk. Ensure compliance with industry standards and regulatory requirements.

• Performance Management:

  Monitor and evaluate the performance of the ServiceDesk. Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure effectiveness.

• Continuous Improvement:

  Identify areas for improvement within the ServiceDesk operations. Lead initiatives to enhance service delivery, efficiency, and customer satisfaction.

• Stakeholder Management:

  Collaborate with internal and external stakeholders to understand their needs and expectations. Ensure that the ServiceDesk meets or exceeds these requirements.

• Risk Management:

  Identify and mitigate risks associated with ServiceDesk operations. Develop contingency plans to address potential issues.

• Reporting and Analysis:

  Prepare regular reports on ServiceDesk performance, trends, and issues. Provide insights and recommendations to senior management.
• Must have experience in Managing Service Desk operations.
• Must have sound ITIL knowledge.( Expertise in Incident Management)
• Must have expert knowledge of all IT Metrics and Measurement & benchmarking.
• Must have proven experience on driving continuous improvement plan, automation and transformation.
• Must have working knowledge of ServiceNow platform
• Must have working knowledge of contact center solutions
• Excellent verbal and written communication skills.
• Ability to explain technical issues to non-technical stakeholders
• Ability to lead and motivate a team.
• Commitment to ongoing learning and development.
• Ability to identify areas for improvement and drive change.
• Ability to identify potential risks and develop mitigation strategies.
• Experience in creating contingency plans.
• Skills in preparing and presenting performance reports.