Manager Service Desk.Infrastructure Operations -End User Services
- India
- Permanent
- Full-time
- Ensure the Service Desk meets or exceeds SLAs, KPIs, and user satisfaction scores.
- Maintain effective shift coverage and resourcing plans to handle daily support demand.
- Reduce call wait times, improve first-contact resolution, and lower repeat incidents.
- Drive and support continuous improvement initiatives, including automation, self-service, and chatbot AI integration.
- Own the governance of P5 tickets and improve time to resolution through better processes and accountability.
- Act as the escalation point for all high-impact incidents and VIP user issues.
- Collaborate with Incident Management and other resolver teams to ensure swift resolution and clear communication.
- Build strong relationships with Infrastructure, Service Management, Security, Application, and Project teams.
- Represent the Service Desk in planning meetings, project discussions, and governance forums.
- Collaborate on project support models, early life support, and change readiness.
- Manage, coach, and develop a high-performing team of analysts, leads, and contractors.
- Conduct performance reviews, create development plans, and support career progression.
- Foster a culture of accountability, empathy, and service excellence.
- Own and deliver high level reporting on Service Desk performance, trends, and issues.
- Use data to identify recurring problems, support root cause analysis, and highlight improvement areas.
- Provide insights to support IT strategy and resource planning.
- Manage third-party resources and ensure contractor performance meets expectations.
- Act as a point of contact for onboarding, escalation and contract renewals related to frontline support
- Bachelor's degree in Computing, Business Administration or related field or a minimum of 8 years demonstrated experience in business change, transformation and/or information technology
- Proven track record of leadership in driving successful innovation initiatives.
- Strong understanding of internal operations and processes, with a focus on optimizing efficiency and enhancing the employee experience
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
- Strategic mindset with the ability to think analytically and make data-driven decisions.
- Ability to empower others by collaborating on joint ideas and encourage stakeholders to view change as a positive process.
- Excellent presentation, time management and collaborating skills.