Service Desk Manager
- Concentrix
- 1 - 5 years
- Pune
- 8 days ago
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Job Description
Job Title:Service Desk ManagerJob DescriptionRole:Service desk Manager Designation: Service desk Operations ManagerLocation:PuneYears Of Experience
1 year of experience as a ManagerConcentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance
We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations
Role and Key Responsibilities:The Service Desk Manager is responsible for overseeing the daily operations of the service desk team to ensure the timely and effective resolution of technical issues and support requests
This role involves managing the team, improving processes, and ensuring high levels of customer satisfaction through excellent service
The Service Desk Manager will also play a critical role in defining and implementing best practices, optimizing ticket management systems, and collaborating with other departments to ensure IT service delivery aligns with the overall business objectives
Service Desk Operations:Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests
Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests
Ensure proper escalation procedures are followed for critical issues
Manage service desk ticketing systems and workflows for improved efficiency
Team Management:Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations
Set clear goals and performance standards for team members, encouraging continuous improvement
Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques
Coordinate staff schedules to provide adequate coverage during business hours
Customer Satisfaction:Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction
Analyse customer feedback and service reports to identify areas for improvement
Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders
Process Improvement:Review and improve service desk processes to align with ITIL or other service management frameworks
Develop and maintain documentation for service desk procedures, ensuring they are regularly updated
Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance
Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution
Reporting and Analysis:Prepare and present regular reports on service desk performance, trends, and areas for improvement
Provide recommendations for optimizing service delivery and operational efficiency based on data analysis
Track and analyse support tickets to identify recurring issues and implement preventative solutions
Key skills and knowledge:Leadership and team managementCustomer-focused mindsetStrong technical knowledgeAnalytical and reporting skillsCommunication and interpersonal skillsProcess improvement and change managementEducation:Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience)
7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position
Proven experience managing a customer-facing service desk or IT support team
Strong understanding of IT service management (ITSM) frameworks such as ITIL
Excellent problem-solving and decision-making abilities
Strong leadership, communication, and team management skills
Familiarity with service desk tools and ticketing systems (e-g
, ServiceNow, Jira, Zendesk)
Ability to work in a fast-paced environment and manage multiple priorities
Stay up to date with emerging technologies and industry trends to continuously improve service desk functions
Preferred Qualifications:ITIL Foundation and other relevant certifications
Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimizationExperience with cloud-based solutions, enterprise software, and network management
Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation
Experience in change management and continuous improvement initiativesDisclaimer:Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix
Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities
Location:India Pune, MaharashtraLanguage Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Pune+ View Contact
Keyskills: team management ticketing tools leadership communication skills
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