Right Move
Website:
rightmoveconsultants.com
Job details:
Greetings for the Day…!!!
We are looking for a Service Desk Manager for one of our esteemed clients in Bangalore having experience in service desk,IT service desk/support,Team management.
Exp: 12+Years
Location: Bangalore
CTC: Up to 17LPA
Job Description:-
Job Summary
The Service Desk Manager is responsible for leading the IT service desk team to deliver high-quality technical support and customer service to internal or external users. This role ensures timely resolution of incidents, service requests, and system issues while maintaining service level agreements (SLAs), improving support processes, and driving customer satisfaction.
Key Responsibilities
- Manage daily operations of the IT service desk/support team.
- Monitor and ensure achievement of SLAs and KPIs.
- Lead, mentor, and train service desk analysts and support staff.
- Handle incident management, problem management, and escalation processes.
- Coordinate with infrastructure, network, application, and security teams for issue resolution.
- Develop and improve IT support processes, documentation, and knowledge base articles.
- Analyze service desk performance reports and identify improvement opportunities.
- Ensure excellent customer service and user satisfaction.
- Manage shift schedules, staffing, and workload distribution.
- Conduct performance reviews and team development activities.
- Support ITIL-based service management practices.
- Participate in audits, compliance, and disaster recovery planning.
- Manage service desk tools, ticketing systems, and reporting dashboards.
- Communicate major incidents and status updates to stakeholders and management.
We are looking for candidates who can join us in 30 days
Click on Apply to know more.
