Website:
aforeserve.co.in
Job details:
Service Desk Manager Need candidate immediate Joiner
Location: Noida, Sector 8 (On-site/Hybrid model)
Experience: 8 To Years - 6 years should be relevant in Incident management & should handle 40 + Team
Education: Any Graduate
Salary Budget: Up to ₹9 LPA (₹75,000 per month CTC)
Candidates joining - immediate to 15 days Max
Role Overview
We are looking for a proactive Service Desk Manager to lead our IT support function. You will be responsible for ensuring the delivery of high-quality technical support to internal users, managing the service desk team, and maintaining agreed service levels within the operational budget. This role is critical in bridging the gap between IT operations and business stakeholders.
Key Responsibilities
- Team Leadership & Development: Lead, mentor, and schedule a team of Service Desk Analysts. Foster a customer-centric culture and drive team performance.
- Service Delivery Management: Oversee daily service desk operations to ensure all incidents and service requests are resolved within defined SLAs. Manage application support and maintenance operations.
- Incident & Escalation Management: Act as the primary point of escalation for major incidents. Coordinate response efforts for critical outages impacting customer-facing systems.
- Process Improvement: Implement and adhere to ITIL best practices (Incident, Problem, Change Management). Continuously refine processes to improve efficiency and user satisfaction.
- Stakeholder Communication: Report on service desk performance, KPIs (like MTTR, First Call Resolution), and major incidents to senior management and business leaders.
- Vendor & Tool Management: Oversee the use of ITSM tools (e.g., ServiceNow, Jira) and manage relationships with external vendors as needed.
Required Skills & Qualifications
- Proven experience (6+ years) in managing an IT service desk or helpdesk team.
- Strong understanding of IT Service Management (ITSM) principles and ITIL framework.
- Excellent people management, communication, and conflict-resolution skills.
- Experience with ITSM ticketing tools and reporting.
- Ability to manage budgets, resources, and vendor relationships.
- Skill in analyzing data to identify trends and drive improvements.
Click on Apply to know more.