Senior Project Manager
- Infinite
- 8 - 13 years
- Hyderabad
- 25 days ago
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Job Description
Job Title: Service Desk Manager
Job Description:
We are seeking a highly experienced Service Desk manager to join our team. The successful candidate will have a minimum of 8 years experience in managing service desk operations including a minimum of 2 years experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities:
Qualifications:
Job Description:
We are seeking a highly experienced Service Desk manager to join our team. The successful candidate will have a minimum of 8 years experience in managing service desk operations including a minimum of 2 years experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities:
- Manage the day-to-day operations of the service desk team, ensuring that all customer inquiries and issues are addressed in a timely and efficient manner.
- Develop and implement processes and procedures for the service desk to ensure that customer inquiries are handled efficiently and effectively.
- Evaluate and implement ticketing tools, understanding IVR and call routings, and knowledge management systems to improve the efficiency and effectiveness of the service desk.
- Collaborate with other departments to identify and resolve cross-functional issues, ensuring that customer inquiries and issues are addressed in a timely and effective manner.
- Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure that the service desk is meeting their needs and expectations.
- Ensure that the service desk team is properly trained and equipped with the necessary tools and resources to effectively perform their duties.
- Manage the budget and resources of the service desk, ensuring that expenditures are in line with business objectives and priorities.
- Provide regular reports and metrics on the performance of the service desk and use this data to continuously improve the efficiency and effectiveness of the service desk.
Qualifications:
- Bachelors degree in a related field or equivalent work experience.
- A minimum of 8 years experience in managing service desk team, with expertise in ticketing tools, understanding IVR and call routing, and knowledge management.
- Strong leadership and management skills, with the ability to effectively lead and motivate a team.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and partners.
- Strong analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues.
- Knowledge of IT service management best practices, including ITIL.
- Strong project management skills, with the ability to effectively manage multiple projects simultaneously.
- Experience with IT service management tools, including ticketing systems and knowledge management systems.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Project ManagerEmployement Type: Full timeContact Details:
Company: InfiniteLocation(s): Hyderabad+ View Contact
Keyskills: Ticketing Interpersonal skills IVR Management systems Service desk Analytical ticketing tools Project management ITSM Management
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