Indus Net Technologies Pvt Ltd Looking for Service Desk Manager at Kolkata, West Bengal Full Time

Must have abilities

– The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
– A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
– An ability to balance and plan the short-term actions of the team.
– Knowledge and understanding of all relevant industry standards.
– Knowledge and understanding of best practices for service management.
– Strong communication skills, including the ability to be influential and persuasive with stakeholders.
– An ability to think critically about systems and to make adjustments consistently as needed.
– The ability to manage time effectively while setting the tone of the team through modeling and leadership.

Resposibilities

– Effectively managing, developing, and training the service desk team.
– Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
– Conducting and sharing results from service and operation performance reviews.
– Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
– Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
– Being aware of and managing the costs of running the service desks.

Others
– SWOT: strengths, weaknesses, opportunities, and threat
– CSA: current state analysis
– A gap analysis, which identifies areas where current and future expectations are not being met
– Regular benchmarking

Job Type: Full-time