Service Desk Manager

Service Desk Manager

In this role, you will manage end to end IT Service desk operations. Plan and monitor resource deployment, review daily performance, staffing plan, work allocation, governance adherence and interact with the client with the objective to deliver target delivery model. Ensure delivery predictability and enhance client satisfaction for the process. Coordinate with transition team and other cross functional teams for business transition and drive operational excellence.

Monitor and analyze System/ Application performances, Incident models, Problem models and propose the right business operating model for the engagement.

• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes in order to ensure operational compliance.
• Prepares and reviews training staffing plan and work allocation in order to achieve production targets.
• Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain.
• Reviews process specific quality plan including quality control, assurance and improvement in order to create a comprehensive quality program.
• Sign off scorecards for direct reportee, create KRA for the team to align with business objectives.
• Performance oriented – ability to drive performance to stretch targets.
• Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight.
• Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery.
• Create business models for Incident management and Problem management to achieve minimal disruption to IT service.
• Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win‑win situations.
• Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance.
• Demonstrates strong understanding of operational risks and liabilities for the engagement, takes corrective actions.
• Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management.
• Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines.
• Applies strong knowledge of quality improvement techniques and models like lean, six sigma.
• Signs off on the training / certification methodology at the engagement level to ensure right skilling.
• Co‑ordinates resource deployment across all processes for the engagement (team size, span, shift utilization, skill sets, technology rollout).
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement.
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization.
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to deliver best organizational results.
• Builds context and common platform and uses appropriate data, examples to support complex ideas, adapts the message to the audience group for good understanding.

• Bachelor’s Degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• Minimum 9 years of experience related to the job description.

• Min. 3 yrs. experience in managing Service Desk Operations (or Tech support operations) in Infrastructure support or Application support environment.
• Advance knowledge and understanding of OS (Windows XP-10), Browsers, MS Office suite.
• Advance knowledge and…