Service Desk Manager(SDM-EUC)Must have string background worked in MNC

Role & responsibilities

JD for SDM EUC

• Relevant experience of 10+ Years in managing End user support related projects
• Hands on EUC support, Service desk management, Field services & Asset Management
• Experience of managing Onsite & offsite operations/teams
• Strong understanding of service management principles, methodologies, and best practices
• Excellent communication & verbal skills
• Need to drive engagement review meetings with customer
• Good excel & Powerpoint skills
• ITIL certification
• Good to have Prince 2 or PMP certification
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.
• Vendor management experience
• Should have experience to handle multiple sites

Roles & responsibilities

• Oversee service delivery operations, ensuring timely and quality delivery of services to clients.
• Define service metrics and KPIs, monitoring performance and implementing improvements where necessary.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Please share your resumes on Sakunthalaa@valorcrest.in

Preferred candidate profile