JCompany Profile:
At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.
Job Title: Service Desk Manager
Position: Manager Consulting Delivery
Experience: 11+ yrs
Category: Infrastructure and Cloud
Main location: Pune
Position ID: J0926-0019
Employment Type: Contract to Hire
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description :
The Service Desk Manager is responsible for leading and managing the IT Service Desk function, ensuring the delivery of high quality technical support and customer service to internal and external stakeholders. This role oversees incident management, service request fulfillment, team performance, process improvements, SLA compliance, and operational excellence while driving continuous service improvement initiatives.
Key Responsibilities
Service Desk Operations
. Manage day to day Service Desk operations and ensure seamless delivery of IT support services.
. Monitor and maintain service levels in accordance with agreed SLAs and KPIs.
. Ensure timely resolution and escalation of incidents and service requests.
. Drive adherence to ITIL based service management processes.
Team Leadership & Management
. Lead, mentor, and develop Service Desk analysts and team leads.
. Conduct performance reviews, coaching sessions, and career development planning.
. Manage workforce planning, shift schedules, resource allocation, and capacity management.
. Foster a customer centric culture focused on service excellence.
Incident & Problem Management
. Oversee major incident management and coordinate resolution activities with technical teams.
. Analyze incident trends and identify root causes to reduce recurring issues.
. Ensure effective escalation management and stakeholder communication.
Service Improvement
. Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
. Identify automation opportunities to improve operational efficiency.
. Review existing processes and implement best practices to increase service effectiveness.
Stakeholder Management
. Act as the primary point of contact for business stakeholders and leadership teams.
. Provide regular service performance reports and operational insights.
. Collaborate with infrastructure, application, security, and business teams to ensure effective service delivery.
Reporting & Governance
. Monitor key operational metrics including SLA compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), and Mean Time to Resolution (MTTR).
. Prepare and present operational reviews and management reports.
. Ensure compliance with organizational policies, audit requirements, and governance standards.
Required Skills & Qualifications
Educational Qualifications
. Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
. ITIL Foundation Certification (preferred).
. ITIL Intermediate/Managing Professional certification is an added advantage.
Experience
. 8 12+ years of experience in IT support/service management.
. 3 5+ years of experience managing Service Desk teams.
. Experience in managing global service desk operations and distributed teams.
. Strong experience in incident, problem, and change management processes.
Technical Skills
. Expertise in IT Service Management (ITSM) tools such as ServiceNow, Remedy, Jira Service Management, or BMC Helix.
. Knowledge of Windows, Linux, O365, Active Directory, Networking, and End User Computing environments.
. Understanding of cloud technologies (Azure, AWS, Google Cloud) is preferred.
. Experience with ITIL Service Management frameworks.
Soft Skills
. Excellent leadership and people management skills.
. Strong communication and stakeholder management abilities.
. Analytical and problem solving mindset.
. Ability to make decisions in a fast paced environment.
. Strong presentation and reporting skills.
Key Performance Indicators (KPIs)
. SLA Compliance
. First Call Resolution (FCR)
. Mean Time to Resolution (MTTR)
. Customer Satisfaction Score (CSAT)
. Service Request Fulfillment Rate
. Incident Backlog Reduction
. Employee Engagement and Team Productivity
Preferred Competencies
. ITIL Framework
. Service Delivery Management
. Incident and Problem Management
. Vendor Management
. Operational Excellence
. Continuous Service Improvement (CSI)
. Customer Experience Management
. Risk and Compliance Awareness
#LI-SA2
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Your future duties and responsibilities
Required qualifications to be successful in this role
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
