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Manager - Service Desk

Bengaluru, India

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Job ID R1912305 Date posted Sep. 11, 2019

Leading a Service Desk Team and managing an operation team which runs 24/7.
Monitoring and Management of resourcing ensuring most efficient and effective use of staff across 24/7 operation.
To lead, manage and develop an Operational team of team members dealing with Technical and non technical queries and incidents.
Creation, development and deployment of all Service Desk training material, to Include presentations, manuals, quick start guides, cheat sheets.
To be responsible for resource planning and capability matching within their team.
Ensure Smooth Transitioning of future new businesses in Service desk. 
Provide a point of escalation for Service Desk and supervisory staff on a 24/7 basis.
Escalate issues as necessary to senior Management in accordance with Business escalation procedures.
Managing the activities of Queue Managers and shift leads. 
Manage and initiate service quality and process improvement projects.
Involvement in recruitment and induction process of all new hires.
Manage staff tasks such as objective setting, performance review, and disciplinary matters
Assist to improve the Service desk cross functional relationship internally within India and globally through discussion and on an individual incident basis.
Manage tools related issues in Service desk & review the requirements etc. proactively.
Deputise for senior management in their absence.
Drives short term improvements against KPI's, but develops Customer Satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception, and colleague survey.
Drives process changes to make complex ways of working more simple for their work area.
Manage attrition to the set limit by the management.


College degree or equivalent.

Previous 3-5 years in a supervisory role

ITIL Service Management certification preferred

Strong customer focus and vendor management

Good analytical skills.

Good people management skills with a demonstrated ability to motivate employees

Ability to communicate at all levels across the business and to build relationships with peer and management levels

Proactive, self-motivated and determined attitude.

PC Knowledge (MS Office, Windows, MAC)

Ability to learn quickly and understand in detail all products related to the services like O365, RSA, Computer Hardware, sharepoint Online, Skype 4 Business, etc..

Good interpersonal and communication skills.

Excellent time management.

Able to cover Flexible working hours/shift patterns as and when required

Capable of representing the organisation during major incidents.

Able to work within a time critical, customer focused environment

Ability to multi task and work under pressure.

Expected to understand all the necessary tool sets attached to this position.

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