Service Desk Manager (Shift Manager)
Apex Group
- Kolkata, West Bengal
- Permanent
- Full-time
- Own and drive the adoption and improvement of the ITIL processes through the Service Desk
- Responsible for measuring performance of the service desk and driving continual improvement processes.
- Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
- Responsible for ensuring issues are effectively escalated to the Escalation teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket.
- Support and participate in the Change Management process.
- Provide regular performance reports on the IT Service Desk.
- Responsible for managing team rotas and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly.
- Work to make Service Desk the single source of truth and service delivery channel for IT.
- Oversee the daily performance of IT service requests, incidents, and problems.
- Act as escalation point for all IT service desk issues.
- Help manage vendors/suppliers and third-party partners.
- Manage process for communicating outage/emergency activities to the organization.
- Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs
- Review survey feedback to improve services, tools, and support experience.
- Maintain and improve all Service desk processes and documentation including Service catalogue, SOPâs and work instructions.
- Review all work of the service Desk agents, and perform quality checks on service desk agentâs adherence to processes
- Take on the role of product owner of the Apex IT service desk tool, responsible for the administration and configuration of all services on the portal
- Provide support during all internal and external audits of IT.
- Other duties in support of the Service Desk, as assigned by the Global Service Desk Manager.
- ITIL 4 Foundation certified
- Good customer focus, and excellent timekeeping is a key requirement of the role;
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good problem-solving abilities and ability to work under own initiative;
- Good written and communication skills in English.
- A recognized third level qualification in a computer related discipline is an advantage.
- 2-3 yearsâ experience in a computer related support or and IT operational environment.
- Hands on experience on ITSM platforms like ServiceNow, JIRA, Fresh Service, BMC Remedy etc.