Director Service Desk
- Intelex Technologies
- 8 - 9 years
- Bengaluru
- 2 months ago
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Job Description
We are seeking an experienced and visionary Director of IT Service Desk to lead our organizations service desk operations. The ideal candidate will oversee the strategic planning, management, and delivery of IT support services to ensure excellent customer experience, efficient incident resolution, and continuous improvement of IT service desk processes. This position requires strong leadership skills, technical expertise, and a customer-focused approach to align IT support with the organization s business goals.
What you will do:
- Develop and execute the IT service desk strategy to support organizational objectives.
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery.
- Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies.
- Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration.
- Define team roles and responsibilities, ensuring adequate staffing and skill development.
- Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities.
- Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems.
- Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction.
- Ensure compliance with ITIL practices, change management processes, and organizational policies.
- Act as the primary point of contact for escalations, ensuring swift resolution and maintaining high customer satisfaction.
- Drive initiatives to improve the end-user experience, including user education, self-service resources, and proactive communication.
- Conduct regular satisfaction surveys and leverage feedback to enhance IT support services.
WHO YOU ARE
Education: Bachelors degree in information technology, Computer Science, or a related field.
Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.
Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale
Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery - OtherEmployement Type: Full timeContact Details:
Company: Intelex TechnologiesLocation(s): Bengaluru+ View Contact
Keyskills: Computer science Automation Change management Staffing Strategic planning Workflow Healthcare Support services Product design Information technology
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Trusted Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutionsfor Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients withunprecedented flexibil
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