Intel Hiring For Senior Manager, IT Service Desk at Bengaluru / Bangalore ,  Full Time

Job Description

Senior Manager, IT Service Desk

Responsibilities:

Intel IT is looking for an energetic professional to manage, lead and own Intel’s Office Service Desk, within the End User Computing team.

The primary responsibility of this role would be to strategize, modernize and run the Intel service desk servicing 170k+ internal customers through a Managed Services provider.

A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role. Customer Obsession would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.

Technical understanding of Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators

Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.

Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary

Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved

Develop daily, weekly, and monthly reports on Service Desk team

This role will be a part of the Enterprise User Computing in IT and will report into the Senior Director for End User Computing.

Requirements:
Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s.
Experience managing a service desk in partnership with a managed services provider preferred.
Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
Cultivates innovation – constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
Communicate effectively at all levels – top leadership team in the company to individual employees

Primary Location:
India or Malaysia
Additional Location(s):
NA

Compensation Grade:
009

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:
Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.

Preferred Qualifications:
Experience managing a service desk in partnership with a managed services provider preferred.

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.Inside this Business Group

Intel’s Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.

Intel prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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