Service Desk Manager - ITIL

Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests. - Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets. - Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction. - Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities. - Monitor service desk performance metrics and generate reports for management review. - Collaborate with other IT teams to escalate and resolve complex technical issues. - Maintain knowledge base and documentation for common user issues and resolutions. - Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement. - Stay updated with industry trends and best practices in service desk management and IT Bachelor's degree in Information Technology, Computer Science, or related field. - 5-6 years of experience in service desk management or IT support roles. - Proven experience in managing a team of service desk technicians. - Strong understanding of ITIL framework and service management principles. - Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders. - Experience with service desk ticketing systems and ITSM tools. - Knowledge of incident management, problem management, and change management processes. - Ability to prioritize and manage multiple tasks in a fast-paced environment. - Leadership qualities with a focus on teamwork and collaboration. Technical Skills: - Service Desk Management - ITIL Framework - Incident Management - Problem Management - Change Management - Service Desk Ticketing Systems - ITSM Tools - Customer Relationship Management - Leadership and Team Management Educational Qualifications: Bachelor's/Master's (ref:hirist.tech)

Location: mumbai, IN

Posted Date: 11/22/2024