Service Desk Manager Job Description
Required Skills (Must have) along with necessary industry experience
Qualifications
Required Skills (Must have) along with necessary industry experience
1.Total IT experience of 8-10 years, with excellent communication and management skills.2. Minimum of three years’ experience in managing a Service Desk team3. Excellent people management skills4. Well versed in KPI management.5. Ability to manage BCP & DRP.6. Excellent in shift left & Knowledge management.7. Self-motivated, ability to challenge status quo and inject optimism8. Experience working in a highly matrixed organization9. Ability to collaborate with various teams locally and globally to deliver best in class IT services10. Ability to influence without authority11. Self-motivated with leadership skill and a positive attitude12. Excellent technical skills, ability to troubleshoot critical issues and guide team members.Essential Day-to-Day Responsibilities:
Operations1. Collaborate with internal teams and vendors to deliver best in class IT Services2. Responsible for incident management and request fulfillment on the Service Desk.3. Complete ownership of Customer Satisfaction for all IT staff within the perimeter4. Ensure all defined metrics for APAC SD are among the best within SE as well as per industry standards5. Problem management process deployed and timely resolution of problems6. Attend Change Advisory Board meetings