Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified

About the Role: We are seeking a highly experienced and ITIL v4 certified Service Desk Manager to lead and oversee the day-to-day operations of our 24/7 Service Desk team. In this critical role, you will play a pivotal role in ensuring the efficient and effective delivery of IT support services, aligning with ITIL best practices and exceeding client Desk Leadership: - Manage and lead the Service Desk team, ensuring efficient operations across multiple locations and support channels (phone, email, live chat). - Develop and implement service delivery best practices, establishing clear expectations for both internal and external clients. Performance Management: - Monitor key metrics and identify opportunities for continuous process improvement. - Analyze trends to proactively address potential service incidents and minimize disruptions. - Oversee team schedules and resource allocation to maintain optimal staffing levels and prevent burnout. Service Level Agreements (SLAs): - Develop and manage service level agreements (SLAs) to define service expectations and measure the performance of the Service Desk team. - Serve as the primary escalation point for complex incident resolution, driving effective conflict resolution to ensure project quality. Reporting and Analysis: - Own key performance indicators (KPIs) and service levels for all Service Desk functions. - Ensure all KPIs and metrics are tracked and adhered to, providing regular data and reports to the IT department and other stakeholders. - Analyze reports and identify areas for improvement, developing strategies to optimize processes and service delivery. Team Development: - Mentor and coach Service Desk leads and team members, supporting their individual career development plans. - Conduct regular performance reviews and check-ins to provide feedback, track progress, and address challenges. Communication and Collaboration: - Maintain strong communication channels with leadership, management, and internal/external stakeholders, ensuring adherence to SLAs. - Facilitate regular team meetings and provide clear direction to motivate and direct the team towards achieving shared goals. - Possess excellent communication, collaboration, and presentation skills to effectively communicate service desk operations and performance. Conflict Management & Decision Making: - Proactively manage team conflicts and demonstrate strong decision-making skills to maintain a positive and productive work Bachelor's degree or equivalent experience in a relevant field (any graduation considered). - Minimum 10 years of experience in Service Desk operations (IT Service Desk/Infrastructure & Application Management/NOC Support). - ITIL v4 certification (mandatory). - Strong working knowledge of ITSM tools and methodologies. - Excellent communication (written and verbal), coordination, and presentation skills. - Proficient in MS Excel, process mapping, and flowcharting tools. - Strong analytical and problem-solving skills. - Ability to manage multiple priorities, work effectively in a fast-paced environment, and meet deadlines. - Proven leadership and mentoring skills. - Commitment to continuous learning and staying up-to-date with industry best practices. (ref:hirist.tech)

Location: India, IN

Posted Date: 4/25/2024