Service Desk Manager

Job Description

Service Desk Manager Job Description

Required Skills (Must have) along with necessary industry experience

Qualifications

1. Total IT experience of 8-10 years, with excellent communication and management skills.
2. Minimum of three years experience in managing a Service Desk team
3. Excellent people management skills
4. Well versed in KPI management.
5. Ability to manage BCP & DRP.
6. Excellent in shift left & Knowledge management.
7. Self-motivated, ability to challenge status quo and inject optimism
8. Experience working in a highly matrixed organization
9. Ability to collaborate with various teams locally and globally to deliver best in class IT services
10. Ability to influence without authority
11. Self-motivated with leadership skill and a positive attitude
12. Excellent technical skills, ability to troubleshoot critical issues and guide team members.

Essential Day-to-Day Responsibilities:

1. Collaborate with internal teams and vendors to deliver best in class IT Services
2. Responsible for incident management and request fulfillment on the Service Desk.
3. Complete ownership of Customer Satisfaction for all IT staff within the perimeter
4. Ensure all defined metrics for APAC SD are among the best within SE as well as per industry standards
5. Problem management process deployed and timely resolution of problems
6. Attend Change Advisory Board meetings

Qualifications

Service Desk Manager Job Description

Required Skills (Must have) along with necessary industry experience

Qualifications

1. Total IT experience of 8-10 years, with excellent communication and management skills.
2. Minimum of three years experience in managing a Service Desk team
3. Excellent people management skills
4. Well versed in KPI management.
5. Ability to manage BCP & DRP.
6. Excellent in shift left & Knowledge management.
7. Self-motivated, ability to challenge status quo and inject optimism
8. Experience working in a highly matrixed organization
9. Ability to collaborate with various teams locally and globally to deliver best in class IT services
10. Ability to influence without authority
11. Self-motivated with leadership skill and a positive attitude
12. Excellent technical skills, ability to troubleshoot critical issues and guide team members.

Essential Day-to-Day Responsibilities:

1. Collaborate with internal teams and vendors to deliver best in class IT Services
2. Responsible for incident management and request fulfillment on the Service Desk.
3. Complete ownership of Customer Satisfaction for all IT staff within the perimeter
4. Ensure all defined metrics for APAC SD are among the best within SE as well as per industry standards
5. Problem management process deployed and timely resolution of problems
6. Attend Change Advisory Board meetings

Req: 0098OA