Service Desk Manager
XOverture
- Hyderabad, Telangana
- Permanent
- Full-time
- Manage service desk team members and their overall daily activities.
- Manage the dispatch process of service requests to ensure full utilization of resources.
- Manage the dispatch process of field technicians to ensure full utilization of resources.
- Improve usage of Support resources and increase the productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status of delivery Service Level Agreements across all clients.
- Understand service desk objectives and the role and function of each team member.
- Manage the team's development by ensuring that daily tasks and activities match their career interests.
- Assist the service desk team in design and development tasks.
- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- Escalate service desk issues to the CTO as required.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
- Conduct performance evaluations and mentor those with less experience.
- Develop training programs to develop and refine the skills of the service desk team.
- Facilitate regular service desk team meetings and service board reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Enter all work as activities, service tickets, or project tickets in ConnectWise.
- Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.
- 15+ years of experience of IT/MSP experience, with ticketing system
- Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
- Knowledge and experience in cross-functional management methods and techniques
- Knowledge of industry applications, processes, software, and equipment
- Strong organizational, presentation, and customer service skills
- Skills in strategic planning with an ability to think ahead and make long-term plans.
- Strong leadership skills and getting results with a strong customer orientation.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Excellent communication skills in English, both written and oral.