Manager-Service Desk

Job Code # 180

Job Location-  Hyderabad

Salary- 15 LPA to 28 LPA

Key skills-
a) Overall 10+ years of Experience is required in Service Desk, Remote Desktop Support
b) Min 2 Years of Experience as a Manager in Service Desk
c) ITIL Certification Preferred
d) Should have managed a team of 15-20 FTEs
e) Any Graduate

Job Description-
• Performance of a single delivery center. Adherence to standards, measurement, and reporting of metrics. Overall responsibility for processes, escalations, and knowledge management within the DC
• New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings.
Major activities:
• Manages all activities in the Delivery center
• Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
• Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports the role of WFM Workforce Management)
• Ensures process changes are implemented
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
• Performs reviews on aging of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions on the DC level
• Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises performance of the team and is responsible for their qualification
• Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)