Infinite Computer Solutions
This listing was posted on hirist.
Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14
Location:
Vishakhapatnam/Vizag
Description:
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 expectations.Responsibilities:Service 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 environment.Qualifications:- 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)
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More About this Listing: Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14
Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14 is a Executive Manager Job at Infinite Computer Solutions located in India. Find other listings like Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14 by searching Oodle for Executive Manager Jobs.
Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14 is a Executive Manager Job at Infinite Computer Solutions located in India. Find other listings like Infinite Computer Solutions - Service Desk Manager - ITIL V4 Certified (10-14 by searching Oodle for Executive Manager Jobs.