Tech Mahindra Looking for Service Desk Manager at Hyderabad, Telangana, India Full Time

Experience

• Assistant Manager/Manager with knowledge of Service Desk operations (IT Service Desk / Infrastructure and Application Management / NOC support)
• Candidate should have experience in pre-sales, bid defense, solution, due-diligence, transition, training
• ITIL V4 certified
• Knowledge of ITSM Tool like SNOW, Remedy etc.
• Strong communication (both verbal and written), coordination and presentation skills, Proficient in MS Excel, Process-map, flow-chart

Roles and Responsibilities

• Participate in pre-sales, transition, training, bid defense, solution, due-diligence
• Will be required to participate in new deals / RFP and understand customer expectations, work with multiple functions to design and define the solution, identify automation and transformation opportunities
• Work with partner alliances on possible tools that can be utilized to suit the customer business requirement at an optimum price or as relevant
• Evaluate volume details for new deals and work on sizing and pricing working along with relevant teams
• Manage Service Desk day-to-day operations, ensuring agreed targets are met and relevant qualitative standards are achieved
• Develop and implement procedures to provide high quality services both internally and externally
• Responsible for putting in place structure that ensures early identification of issues around process, people to minimize impact on business
• Required to manage multiple engagements at a time depending on the size of the project and from various geographies
• Participate and handle ISO related requirement of managing data records, delivery plans, quality audits internal and external
• Improve efficiency and effectiveness of service desk
• Establish and maintain a service oriented culture in the service desk
• Analyze workflow and assignments to ensure efficient operations, develops/implements process, program or service improvements to meet such needs
• Ensure accurate generation, timely delivery and efficient analysis of weekly and monthly reports, focusing on creating precise and true records of performance, optimum utilization of resources for higher efficiency
• Setting KRAs for the TLs, Assistant Managers and provide feedback
• Stake holder management – Co-ordinate effectively in a multi-tower integrated delivery model to ensure smooth delivery of operations and relationship management and handle escalations for both delivery/operations and in any of the new deals (data deep dive, RCA, etc.)
• Attend and co-ordinate monthly / quarterly review calls with the client to review the process performance, track action plans to closure
• Identifying the career aspirations with team members, TLs and Associate Manager for grooming them for the next level