Service Desk Manager/Technical Support Manager
Level- 4 Location Eon IT Park, Pune.
Job Description
A Service Desk Manager plays a crucial role in both Information Technology and IT service management, as this position juggles several communities simultaneously: the service desk team, internal and external customers, suppliers, and the rest of the IT organization. We are looking for a Service desk manager, who will be responsible for leading our technical support team to provide excellent customer service and resolution. As a Service desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Role & Responsibility
- Day-to-day (or week-to-week) guidance including technical guidance of direct reports, depending on their skill level.
- Performance development and evaluation.
- Motivating the teams to perform to their best.
- KPI setting for all direct and indirect reports and measuring against these indicators.
- Conducting regular team meetings (1-2-1).
- Coaching and mentoring the direct reports and eventually shift leaders in day to day Management of their teams.
- Designing and implanting training plans both using external training and cross-skilling initiatives.
- Ensuring a high level of technical knowledge within the team members as evidenced through turnaround time of resolving issues.
- Ensuring that regular audits of communications are preformed and that appropriate training is provided to team
- Ensuring the shift rosters are created based on forecasted volume
- Identify the process improvements and implement the required changes
- Perform incident trend analysis and work on service improvements
- Monitoring of Open tickets and taking the actions necessary to meet service targets
- Predictive analysis
- Identify issues and find Root Cause and ensure Corrective actions are in place to avoid recurrence. Metrics.
- Manage all contractual SLA's and KPI's
- Accurately report all KPI's and SLA's. Identify areas of improvement and intervene accordingly.
- Understanding of Client's environment
- Understanding and exceeding customer expectations
- Managing user escalations
- Engaging clients in improvement opportunities in terms of Metrics, End User Experience & Process
- Manage P&L, EBITDA Additional Requirements:
- Experience and or exposure to Six Sigma and Lean
- Has done at least one project as Continuous Service Improvement
- Willing to work in night shifts and a fast-paced 24/7 environment Good Oral and written skills
- Previous Experience in Service Desk Voice support environment is a must Good Understanding of Work Force Mgmt. tools
