01Overview
Greetings for the Day!!!
We are looking for a Service Desk Manager for one of our esteemed clients in Ahmedabad having experience in Global Service Desk , ITIL , Technical Support , Performance and People Management .
Exp: 12 + Years ( Min 2 years as a Service Desk Manager is required on paper )
CTC - Upto 23 LPA ( 17 LPA Fixed )
Shift: Rotational Shift
Location: Ahmedabad
Job Description: -
The Service Desk Manager is responsible for one delivery centre to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services
Key Accountabilities:
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 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
We are looking out for candidates who can join us within 30 days .
