Service Desk Manager Job Description:
- Candidate should have minimum of 15+ yrs. experience
- Should have Global Service Desk domain experience managing a team of 100+ FTE across multiple geo's
- Comfortable with working in night shifts and shifting schedule as per business requirement
- Strong Knowledge of Service Desk operations, metrics, SLA's & KPI's
- Experience in performing client-facing role and maintaining high level of customer satisfaction
- Exposure to project financial management, top line, bottom line, margins, levers to improve margins
- Acting as the bridge between client and operational delivery teams
- Excellent communication around issues and opportunities - get things done, make things happen
- Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth
- Service Reporting and sponsoring service delivery meetings
- Should have knowledge of Transformation & Identifying Service Improvement opportunities & current market trends
- Report daily, weekly & monthly service delivery performance to internal and client stakeholders
- Strong Customer Service, Project Management, Resource planning and Quality control skills
- Should possess Forward planning, Decision-making, Strategic thinking skills
- Should be an effective leader with ability to motivate team, delegate responsibilities and problem-solving skills
- Should have led relationships at vendor management and executive level
