Golden Opportunities
Website:
gojobs.biz
Job details:
Job Description
Roles & Responsibilities
Lead end-to-end Service Desk / IT Support operations (L1/L2) ensuring SLA compliance
Manage daily operations including incident, service request, and escalation handling
Drive team performance, productivity, and quality metrics (CSAT, FCR, AHT, SLA)
Handle stakeholder communication and act as a single point of contact for clients
Conduct team reviews, coaching, mentoring, and performance management
Must-Have Skills
Strong experience in Service Desk Operations (L1/L2 support)
Hands-on exposure to ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.)
Proven experience in team handling (minimum 20+ members)
Solid understanding of ITIL processes
Experience managing SLAs, KPIs, and client expectations
Skills Required
RoleManager - Service Desk Operations
Industry TypeITES/BPO/KPO
Functional AreaITES/BPO/Customer Service
Required Education Bachelor Degree
Employment TypeFull Time, Permanent
Key Skills
- INCIDENT & SERVICE REQUEST MANAGEMENT
- SERVICE DESK / IT SUPPORT OPERATIONS MANAGEMENT
- SLA / KPI / METRICS MANAGEMENT
Other Information
Job CodeGO/JC/2891/2026
Recruiter Nameraja palaniappan
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