Service desk Operations Manager

As the Overall Single Point of Contact (SPOC) for Entire End User Services (EUS) operations, your primary responsibility will be to ensure the fulfillment of agreed Key Performance Indicators (KPIs) by coordinating with the Business and Internal teams. You will be responsible for preparing and reviewing reports, enabling training sessions, and tracking all tickets in the queue closely to ensure timely updates of ticket statuses. Collaboration with multiple support groups to achieve resolutions promptly and minimize business impact are key aspects of the role. You will be required to maintain process adherence, monitor and report on process performance to the Customer and Senior Management, and maintain effective communication with key stakeholders, customers, users, and technical staff. Additionally, you will be involved in process and service improvements, reviewing end-user Customer Satisfaction (CSAT), responding to escalations, and ensuring ticket audits are conducted with corrective actions taken when necessary. Your role will also involve preparing trend reports, monitoring the IT Service Management tool's effectiveness, developing and sustaining excellent customer relationships, and ensuring service delivery based on Service Level Agreements (SLAs). Providing process consultation, ensuring quality is used to enhance customer satisfaction, and assisting team members to solve challenging problems are essential responsibilities. As part of the role, you will be accountable for generating analysis reports, monitoring and reviewing Process KPIs and SLAs against targets, maintaining the latest SOW/SLAs/Contract documents, managing compliance levels, driving project-related activities, minimizing manual efforts through automation, and ensuring timely resource onboarding. You will also oversee EUS IT Operations, manage service desk operations, lead and mentor a team of service desk professionals, and focus on customer satisfaction by adopting a customer-centric culture within the service desk team. In addition, you will be responsible for process improvement, reporting and analysis, technology management, and staying up-to-date with emerging technologies and industry trends. The ideal candidate for this role should have a Bachelor's degree in information technology, Computer Science, or a related field, along with 7+ years of experience in a service desk or IT support role. Strong leadership, communication, problem-solving, and decision-making skills are essential, along with a solid understanding of IT service management frameworks such as ITIL. Experience with service desk tools and ticketing systems, the ability to work in a fast-paced environment, and manage multiple priorities are also required qualifications for this position. If you are looking for a challenging role where you can lead a team, drive process improvements, and enhance customer satisfaction through efficient service desk operations, this opportunity may be the right fit for you.,