Solution Engineering Manager - Service Desk

Job Summary

As the Solution Engineering Manager for the Service Desk Practice at Astreya, you'll be at the forefront of designing, implementing, and optimizing cutting-edge Service Desk and IT support solutions that truly make an impact. In this dynamic role, you'll be leading the charge to deliver brilliant, high-performance support services that not only enhance operational efficiency but also align seamlessly with the unique business goals of our clients. By working closely with our sales, service delivery, and technical operations teams, you'll have the opportunity to craft world-class Service Desk and end user support solutions that address critical business challenges and drive real results.

We're looking for an innovative, data-driven leader who thrives on creating exceptional customer experiences and pushing the boundaries of service excellence. If you're passionate about the latest in end user technologies and brilliant customer experiences, this is your chance to play a pivotal role in shaping the future of our Service Desk offerings across a diverse range of clients and industries. This is more than just a job—it's your opportunity to be a key player in transforming how some of the world's most influential organizations support and empower their users.

Key Responsibilities

• Solution Design & Strategy :
• Lead the development and implementation of Service Desk services, including remote, walkup and field support functions in local and global enterprise environments
• Collaborate with pre-sales teams to assess client needs, craft tailored solutions, and present proposals that align with customer objectives.
• Develop scalable, repeatable processes and solutions for clients, ensuring high service quality and a world-class customer support experience.
• Maintain a deep understanding of industry trends, emerging technologies, and best practices in Service Desk services to continually improve service offerings.
• Operations Leadership & Development :
• Manage and mentor service leaders, fostering a culture that relentlessly pursues excellence by using data to drive decisions, collaborating with trust and candor, and seeking the optimal customer experience and service outcomes.
• Coordinate with HR to source, onboard, and train highly qualified service team members, ensuring they possess the technical, problem-solving & customer service skills necessary for success.
• Provide ongoing performance feedback and development planning to team members to promote career growth and skills enhancement.
• Client Engagement & Support :
• Communicate as the subject matter expert for Service Desk services, advising stakeholders on best practices and approaches to solving customer challenges.
• Build trusting relationships with stakeholders, working closely with them to understand their goals and provide ongoing support to optimize service delivery.
• Ensure that services are designed to exceed service level agreements (SLAs) and KPIs through effective training, management and coordination of resources to create opportunities for future account growth.
• Operational Excellence & Continuous Improvement :
• Think critically and creatively about service challenges and identify scalable solutions to solve problems using methods, tools & technologies to enhance service delivery.
• Develop and maintain documentation of solution proposals, methodology, operational processes, and workflows to ensure consistency and efficiency.
• Analyze service delivery performance data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Drive the implementation of automation tools and technologies to improve the efficiency of end user support services without degrading quality.
• Cross-Functional Collaboration :
• Partner with sales, account management, and service delivery teams to ensure the seamless transition and execution of client projects.
• Advise service delivery leaders as a trusted advisor to ensure the service and solution deliver the outcomes proposed in the sales cycle
• Collaborate with adjacent infrastructure services to ensure the Service Desk services are aligned with broader IT strategies and security requirements.

Required Qualifications

Preferred Qualifications

At Astreya, we pride ourselves on delivering world-class solutions so intelligent that our clients don't need to think about it . As the Solution Engineering Manager for Service Desk, you will have the opportunity to shape the future of our service offerings, develop talent, and work on cutting-edge technology solutions. We value human-centric tech, fearless transparency, and relentless customer focus—and we are looking for a leader who shares those values.

Skills Required

Itsm, Tableau, Office 365, Automation Tools, Powerbi, Excel