Job Description

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