ESP Global Looking for Global Service Desk Manager at Pune, Maharashtra Full Time

Global Service Desk Manager, Pune India

Are you Service desk experienced and has the ability to lead a team?

If so, ESP Global Services are currently recruiting for Global Service Desk Manager to join our team in Kharadi, Pune. We are looking for individuals who has Service desk, customer service and people management experience.

If this sounds like you, connect with us today to discuss your future with ESP!

About the role

To manage the day-to-day operational delivery of the Global Service Desk, providing guidance, instruction, supervision, and leadership to all members of the Service Desk, ensuring that the quality of service meets Service Level contractual obligations and delivers high levels of customer satisfaction.

Key Accountabilities

Establish and maintain a high-performing Service Desk with skilled and qualified staff and provide full training in all ESP systems and processes ensuring excellent customer service is delivered for all contracted services

Manage overall performance, productivity, utilisation, and workloads for the team, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

Govern the day-to-day resource plan/ planned shift roster including leave and absence management for the team, to ensure that sufficient resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience within SLAs (Service Level Agreements).

Monitor performance and quality to ensure all teams are following defined operational processes for call and ticket management and identify and address any knowledge/ skill gaps by implementing targeted training plans to drive improvements in service.

Manage the successful onboarding, implementation and acceptance in to service of new customer and internal services, ensuring operational readiness for a smooth transition to the Global Service Desk and swift progress to a steady state.

Fulfil the role of “Escalation manager” for service delivery performance issues / live incidents and provide timely updates to key stakeholders until resolution.

Identify and investigate trends in incidents impacting performance and, working collaboratively with internal departments, develop and implement a robust resolution

Manage the Performance Management process for all teams against objectives & KPIs, lessons learnt, internal and external customer feedback and monthly 121s

Continuously develop and enhance knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities and ensure further expansion of skill set in the products & services that ESP supports.

About you

Minimum of 5 years’ experience as a Service Desk Manager in IT Services for role holder to perform fully and effectively in role

Proven experience in call management systems, with a strong knowledge and understanding of IT Service Management ticket management systems.

Minimum ITIL Foundation

Exposure to Customer Service Management Module in ServiceNow is preferable

Proven people management experience leading a large team

Must have ability to lead the IT team from the front line. Will oversee daily operations and will collaborate with an internationally distributed team in multiple time zones.

Strong stakeholder management skills

Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation

Ability to define and facilitate major change quickly to drive improved business performance

Ability to measure, analyse and drive performance against KPIs (including ability to “deep dive” to understand low level detail as well as more high level / strategic approach) and identify trends and opportunities for improvement

Highly proficient in MS Office (Word, Excel, and PowerPoint,), Project, Outlook, SharePoint

Ability to quickly digest data, analyse issues and devise and execute action or improvement plans where appropriate

Excellent written and verbal communication skills

This role will be managing a 24/7 service desk and the successful candidate will need to be available out of hours for emergencies / escalations / geographically required collaborations. Will need to be flexible to cover on-call and after-hours activities.

What’s next?

If this role sounds like the position for you, don’t delay- complete your application today. We’ll be organising interviews with suitable candidates as soon as we see CVs, so don’t miss this incredible opportunity to join our growing community!

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