Zones Looking for Service Desk Manager at Bengaluru, Karnataka Full Time

Position – Service Desk Manager

Location – Bangalore

Shift timings- 24*7 Support

Company Overview

Zones provides comprehensive IT solutions to customers across the country and around the world. And we do it extremely well. In fact, we’ve taken pride in becoming experts in all things tech for more than 30 years. But we don’t do it alone. We collaborate with industry-leading partners who help us deliver customizable solutions and positive business outcomes to meet the needs of those we serve.

Our expertise revolves around our four Solution Environments – Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.

With a global team of over 2,000 hardware and software specialists, serving solutions that align with the needs of today’s businesses has become our number one area of focus. The goal is simple – to enhance your return on investment, improve efficiency, and optimize workflows.

Our reach spans to more than 80 countries – from Seattle to Sydney, Dallas to New Delhi, and far beyond.

www.zones.com

***********Good Communication Skills******************

Key Responsibilities:
Review status of open tickets daily to ensure that internal and external service level agreements are met with clients; assign and/or escalate tickets as appropriate to help desk and engineering team.

Review and perform audits on agent calls.

Review tickets to look for trends in customer requests; if trends are observed bring to the attention of team and customer to determine course of action.

Provide weekly reporting to management on client ticket status; highlight to management clients that may be at risk as a result of failing to meet service level agreements.

Work with Project Managers to ensure the team is performing as expected in alignment with project goals and statements of work.

Manage work activity and tasks associated to specific assigned projects; ensure that tasks are completed and associated project plans updated.

Manage and approve Service Desk team’s timecards.

Implement monthly assessments and quarterly reviews that assess if each team member is performing to success.

Ensure the team is trained for new or changing work coming into the Service Desk.

Direct department activities, projects and improvement activities to fulfill department and organizational goals. Set objectives for department’s quality and productivity measures and train subordinate staff to comply with departmental policies, practices and procedures to effectively and efficiently accomplish goals.

Establish and consistently maintain an environment that leads to opportunities for team and individual growth, accomplishment and reward. Perform duties of staff supervision, performance appraisals, departmental decisions, career guidance and other duties as assigned.

Motivate and develop staff.

Act as a First Line Manager (FLM) for team and floor management.

Ensure all internal and external SLAs are met for incidents and requests and report on them.

Maintain high standard of quality at the Service Desk.

Responsible for SLA Reporting

Ensure the team achieves SLA attainment goals.

Ensure ticket quality is meeting SLA and team is coached appropriately.

Timecard evaluation, quality check, and remediation of discrepancies.

Handle customer escalations and ensure customer satisfaction.

Provide HR management of team which includes agents and team leads.

Requirements:
EDUCATION:
Bachelor’s degree in related field or a minimum of 5 years’ experience of Help/Service Desk management experience or equivalent experience

EXPERIENCE:
Mandatory:
Excellent verbal and written communication skills

Experience with desktop hardware and software

Excellent customer service skills

Microsoft Office

Working with a ticketing system

Experience with developing and documenting processes and procedures particularly in a SLA driven environment

Experience supporting Microsoft Windows, Apple OSX, Android, iOS preferred

Desired:
Experience with Service Desk Software and Tools

Microsoft Visio

Experience with ServiceNow

Cisco Call Manager

As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney, Dallas to New Delhi and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. Headquartered in New Delhi and backed by the Zones Global Team, Zones India offers customized IT solutions and professional services to multinational organizations conducting business in the country.

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job – it’s an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!