V2Solutions Looking for Service Desk Manager at Mumbai, Maharashtra Full Time

ID: 304 | 7 – 12 yrs | Mumbai | careers

Service Desk Manager

Profile

8-10 years of Experience with a minimum of 3-4 in a managerial role

Experience in having worked in a managerial role in a Technical Support Centre a Must.

Experience in having managed Service Delivery in the IT Domain –Cloud Operations/ Infrastructure Management – preferred.

Expertise

Leading a team to deliver against Service Performance Parameters

Drawing out, monitoring , controlling and enhancing Service Delivery Processes & Systems

Implementing Quality Frameworks & Methodologies (Six Sigma, ISO), Audit Policies

People Management & Development – Resource Management, Mentoring & Coaching

Leadership – Analytical, Problem solving, Decision making and Conflict Management skills

Preparing and Presenting performance MIS and Plans for Management Reviews

Service Desk Management – Roster Planning, Shift Monitoring & Resource Optimization etc.

Change Management – Planning, Documentation and Execution

Awareness

Google Cloud Platform – Migration, GCP operations, technical support for GCP adoption.

Telecom Infrastructure – ACD, IVR, CTI, CMS/Symposium Reporting

Ticketing tools – Service Now, Freshdesk, Jira, etc.

Data Network Connectivity – Internet, WAN & LAN Concepts

Key Responsibilities

Single point of contact for Service Desk Operations

Ensuring deliverables are meeting the committed SLA

Ensuring customer satisfaction scores are maintained as committed, Actions initiated where necessary.

Offshore resource planning and management

Providing MIS / Reports as per the defined time intervals and format

Review with customer as per the defined time intervals

Maintaining and review of Service Desk Process and SOP.