Location
Mumbai | India
Job description
'Job Description
Position: Service Desk Manager
Salary: Up to 15 LPA
Experience: 5-6 years
Location: Mumbai (Hybrid)
Notice Period: Immediate to 15 days
Responsibilities:
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 support.
Requirements:
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.
'
Job tags
Salary
