Associate Manager - Service Desk Analysis
- Yodlee
- 10 - 15 years
- Thiruvananthapuram
- 18 days ago
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Job Description
Description
Role Intent
The Global Service Desk Manager oversees the efficient operation of the global service desk, ensuring prompt and effective resolution of IT issues. This role is crucial in maintaining the overall health of the organizations IT infrastructure and aligning service desk operations with strategic goals.
Role Description
Manage and oversee the 24/7 global service desk team, ensuring high-quality support to users.
Develop and implement service desk policies, procedures, and best practices.
Monitor and analyze service desk performance metrics, identifying areas for improvement.
Coordinate with other IT teams to ensure seamless support and issue resolution.
Handle escalated issues and provide guidance to service desk staff.
Coordinating vendor management for asset procurement and service
Handling shift-left activities with L2/L3 teams
Ensuring the teams work-life balance is prioritised and taking actions to support it
Initiating efforts to minimise workload without impacting productivity
Ensure compliance with service level agreements (SLAs) and other performance standards.
Conduct regular training sessions for service desk staff to enhance their skills and knowledge.
Prepare and present reports on service desk performance to senior management.
Stay updated with industry trends and advancements in service desk technologies.
Develop and implement service desk policies, procedures, and best practices.
Monitor and analyze service desk performance metrics, identifying areas for improvement.
Coordinate with other IT teams to ensure seamless support and issue resolution.
Handle escalated issues and provide guidance to service desk staff.
Coordinating vendor management for asset procurement and service
Handling shift-left activities with L2/L3 teams
Ensuring the teams work-life balance is prioritised and taking actions to support it
Initiating efforts to minimise workload without impacting productivity
Ensure compliance with service level agreements (SLAs) and other performance standards.
Conduct regular training sessions for service desk staff to enhance their skills and knowledge.
Prepare and present reports on service desk performance to senior management.
Stay updated with industry trends and advancements in service desk technologies.
Qualifications / Experience
Bachelor s degree in information technology, Computer Science, or a related field.
10+ years of experience in IT service management or a related field.
5+ years of experience in a leadership role, managing a global service desk or similar function.
Proven experience in managing a global service desk or similar IT support function.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced and dynamic environment.
Strong problem-solving and decision-making abilities.
Knowledge of IT service management (ITSM) frameworks and best practices.
Familiarity with service desk software and tools.
10+ years of experience in IT service management or a related field.
5+ years of experience in a leadership role, managing a global service desk or similar function.
Proven experience in managing a global service desk or similar IT support function.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced and dynamic environment.
Strong problem-solving and decision-making abilities.
Knowledge of IT service management (ITSM) frameworks and best practices.
Familiarity with service desk software and tools.
Essential Skills
Leadership and team management
Excellent communication
Problem-solving
Decision-making
IT service management (ITSM)
Service desk software and tools
Training and development
Performance analysis and reporting
Leadership and team management
Excellent communication
Problem-solving
Decision-making
IT service management (ITSM)
Service desk software and tools
Training and development
Performance analysis and reporting
Job Classification
Industry: Financial ServicesFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: YodleeLocation(s): Thiruvananthapuram+ View Contact
Keyskills: Procurement Computer science Service level Team management Service desk ITSM Issue resolution Training and Development Performance analysis Information technology
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