Service Desk Manager (GCC) – Hyderabad
Location: Hyderabad
Level of Experience: 10 to 15 years
🚀 Join Our Team as a Service Desk Manager (GCC) – Hyderabad
We are looking for a highly skilled Service Desk Manager to lead the establishment of a brand-new, in-house IT Service Desk operation. If you have GCC managerial experience and a passion for innovation, this is an exciting opportunity to build and manage a high-performing team from the ground up!
Roles and Responsibilities:
The Service Desk Manager is responsible for leading and managing the service desk team to ensure efficient and effective IT support across the organization. This role involves overseeing daily operations, resolving complex issues, and ensuring high levels of customer satisfaction. The manager is tasked with implementing and improving service desk processes, managing performance against key metrics, and serving as the primary escalation point for critical incidents. Additionally, the Service Desk Manager collaborates with other IT departments to align support services with overall business objectives while also managing the team’s training, development, and resource allocation. You will be managing a team of 3 Service Desk leads and over 25 Service Desk agents along with the Automation Team. Our Client is building a new Service Desk function by in-housing the support from a vendor. You will pioneer the effort to build a service desk from the ground up.
- Effectively manage and run a 24×7 global IT Service Desk from Hyderabad, India.
- Oversee the daily operations of the service desk, ensuring timely resolution of support requests and incidents. Monitor service desk performance against established KPIs and SLAs and implement improvements where necessary.
- Act as the escalation point for complex or high-priority issues. Coordinate with other IT teams to resolve incidents and minimize downtime.
- Continuously review and enhance service desk processes and procedures to improve efficiency and customer satisfaction. Implement best practices and stay up-to-date with industry trends.
- Perform Workstation Analytics for service desk agents and drive optimizations.
- Ability to drive AIOPS adoption and Automation best practice adoption by the service desk team/agents.
- Collaborate with Automation team and other cross functional teams and implement the recommended changes / practices for the Service Desk.
- Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
- Perform workforce management:
– Monitor service desk performance metrics and generate reports for management review.
– Monitors ServiceNow and/or Email inbox or other defined channels for stakeholder inquiries.
– Review ticket queue to track that issues are resolved in a timely manner or properly escalated.
– Manage Shift Roaster for agent in an optimal manner for 24×7 service desk operations.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ensure the service desk team provides excellent customer service and maintains a high level of user satisfaction. Handle customer complaints and feedback in a professional manner.
- Prepare and present regular reports on service desk performance, including metrics on ticket resolution times, customer satisfaction, and service levels. Use data to identify trends and areas for improvement.
- Oversee the tools and technologies used by the service desk, including ticketing systems, remote support tools, and knowledge bases. Work with IT leadership to evaluate and implement new technologies as needed.
- Work closely with other IT departments, such as Infrastructure, Applications, and Security, to ensure seamless support for the organization. Participate in IT projects and initiatives as a representative of the service desk.
- Assist in the development and management of the service desk budget, including staffing, training, and technology investments.
- Participate in relevant IT leadership forums to represent the service Desk.
Your Goals:
- User Satisfaction – Help drive user satisfaction and trust- You will be measured by your ability to achieve user satisfaction goals – User satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to “Make our users successful!”
- Operational Management – Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable dashboards and measurements – All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products.
- Performance Management – Ensure that leads and agents have the resources, cross-functional relationships, and processes necessary to ensure successful and sustained performance. Provide mature and experienced guidance to the team to deliver on organizational goals and objectives – Maximize agent opportunities to exceed targets. Responsibility for the team to meet organizational goals such as response and resolution time goals, ticket reduction, automation, etc.
- Training and Mentoring – Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring – Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment while maximizing user satisfaction – Ensure consistent and standard training programs are in place and delivered effectively.
- Establish Goals & Objectives – Set team goals in-line with overall organizational goals – Set and monitor specific goals and objectives for direct reports – Provide regular feedback related to performance with respect to agreed goals – Measure and monitor performance as well as conduct annual reviews of all direct reports.
- Educational Programs – Assist in enabling and expanding various educational efforts and programs to enhance candidate sourcing and ensure consistent training across organizations globally.
Desired Skills and Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are a plus.
- Experience: Minimum of 15 years of experience in IT service desk or technical support roles, with at least 8 years in a supervisory or management capacity.
- Technical Skills: Experience with Service Now as service desk ticketing systems and ITSM tools. Strong understanding of IT infrastructure, software, and hardware. Familiarity with IT service management (ITSM) tools and best practices.
- Leadership Skills: Proven ability to lead and motivate a team, with strong people management and conflict resolution skills.
- Communication: Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders. Proficient in English (Read, Write, Speak).
- Stay updated with industry trends and best practices in service desk management and ITIL framework.
- Knowledge of incident management, problem management, and change management processes.
- Leadership qualities with a focus on teamwork and collaboration.
- Familiar with compliance, auditing, and IT security – ISO 27001 PCI, SOX, HIPAA, etc.
Ready to pioneer a new era of IT support? Apply now!
Or Send your CV at: [email protected]
