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
