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Service Desk Manager
ConfidentialChennai10 days ago
Job descriptionBachelor's degree in IT, Computer Science, or related field (preferred). Proven experience as a Service Desk Manager or similar role. Minimum 8 years of experience in Service desk with 3+ years in a managerial role. Must have managed a team of at least 30 service desk agents . Strong understanding of ITIL processes (ITIL certification is a plus). Excellent communication, leadership, and interpersonal skills. Experience in ticketing tools such as ServiceNow, BMC Remedy, Jira, etc. Willingness to work in Night Shifts
Key Responsibilities :
- Lead and manage the Service Desk team to deliver excellent support services.
- Oversee daily operations including incident management, ticket handling, and SLA adherence.
- Ensure timely and effective resolution of technical issues and service requests.
- Develop, mentor, and motivate team members to improve performance and engagement.
- Implement ITIL best practices for service delivery and continuous improvement.
- Drive KPIs, CSAT, and operational performance metrics.
- Handle escalations and critical incidents efficiently.
- Collaborate with cross-functional teams including infrastructure, application support, and business stakeholders.
Required Skills & Qualifications :
Skills Required
Servicenow, Bmc Remedy, Jira, CSAT
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Service Desk Manager • Chennai