IT Service Desk Operations Manager
- Mumbai, Maharashtra
- Permanent
- Full-time
- Oversee day-to-day operations of the IT Service Desk, including ticket assignment, resolution tracking, and escalation handling.
- Manage a team of support engineers and ensure service requests are addressed within defined SLAs.
- Maintain service logs and ensure all updates are accurately reflected in the ticketing system and escalation matrix.
- Drive creation, maintenance, and regular updates of SOPs and knowledge assessments in line with quality standards.
- Lead end-to-end training efforts including new hire onboarding, floor training (based on TNI), and refresher programs.
- Monitor and improve training effectiveness and support ongoing development plans for specific LOBs.
- Prepare and present MIS reports related to service performance and training impact.
- Coach and guide a team of trainers to ensure consistency and effectiveness.
- Manage internal training projects and coordinate ad-hoc learning sessions as needed.
- Graduates from any field are welcome to apply. Preference would be given to graduates with BCA, B.Tech/B.E. in Computers.
- 7 years of relevant experience, with a minimum of 4 years in Service Desk management, preferably with IT Service Ticketing tools, engineer management, Service MIS Reporting, and escalation matrix management.
- Candidates with experience in New transition will be preferred.
- Experience in handling large ramp-ups across multiple geographies.
- Experience in managing a team.
- Familiarity with ITIL framework (Certification/Training is a plus).
- Possesses excellent written and verbal communication skills, strong technical aptitude, and exceptional time management abilities.
- Self-starter who can manage multiple tasks simultaneously.
- Understanding of training methodologies and global standards for measuring training effectiveness.
- Excellent interpersonal, problem-solving, and people management skills.
- Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
- Documenting work that brings everyone on the same page.
- Maturity to choose between synchronous and asynchronous collaboration.
- Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.