IntouchCX Looking for Global Service Desk Manager at Hyderabad, Telangana Full Time

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

About the Job

The Service Desk Manager (SDM) is a critical role for the Global Service Desk team for IntouchCX, and they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

The ideal candidate will wear many hats – from managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed in a timely manner, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements.

As Global Service Desk Manager, You Will…

Manage the day to day operations of the IntouchCX Global Service Desk team – working across multiple geographical locations providing phone, email, and live chat support in line with the agreed Service Level Agreements

Serve as the service-desk liaison to major business-impacting initiatives

Manage service delivery best practices and client expectations

Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents

Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnouts

Develop Service Level Agreements to set expectations and measure performance of the Global Service Desk team

Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality

Owner of key measurements and service levels for Global Service Desk services

Responsible for ensuring all KPIs and metrics are measured and adhered

Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed

Deep dive into processes to identify gaps and develop strategies for improvement

Responsible for mentoring and coaching of the Global Service Desk leads and teams with their individual career plans

Focused on delivery and able to direct their team to deliver Service Level Agreements that enable the business to meet its objectives

Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges

Conduct annual performance evaluations for all direct reports

Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues

Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements

Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health

Review teams performance regularly and provide necessary feedback and guidance for improvements

Requirements

As Global Service Desk Manager, You Have…

Full- time Technical Graduate or relevant post-secondary degree preferred

Must have 12+ years of experience in IT service management

5+ years of relevant experience in Managing IT Help Desk Operations or Technical Service Desk

Understand processes, delivery and operations management

7 + years of experience working in Service Desk under various roles

Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies

ITIL Certified is an asset

Additional technical certifications is an asset

Must have exceptional written and oral communication skills

Technical awareness with hands on knowledge and experience on various technologies

Positive attitude towards solving customer problems

Strong analytical and problem-solving skills

Ability to prioritize tasks and accomplish them in a timely fashion

Ability to review various processes and procedures to keep them up to date at regular intervals

Self-motivated and able to work in a fast-paced environment with the ability to think and act independently

Strong relationship-building skills, can network and work well with remote stakeholders

Excellent reporting and presentation skills

Superior attention to detail with an eye for accuracy

Possess good logical probing, understanding and troubleshooting skills

By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.