The Technical Service Desk Manager oversees the daily operations of the IT Service Desk, ensuring timely resolution of technical issues and delivery of high-quality customer support. The role involves managing support staff, monitoring service levels, implementing best practices, and coordinating with other IT teams to maintain business continuity
Key Responsibilities:
Manage and lead the Service Desk team, including hiring, training, coaching, and performance management.
Ensure incidents, service requests, and escalations are handled efficiently and within agreed Service Level Agreements (SLAs).
Monitor Service Desk performance through KPIs and reporting metrics.
Develop and maintain support processes, procedures, and documentation.
Act as the primary escalation point for complex technical issues.
Coordinate with infrastructure, application, security, and vendor teams to resolve incidents.
Drive continuous service improvement initiatives.
Manage shift schedules and resource allocation to ensure adequate support coverage.
Conduct root cause analysis for recurring incidents and implement preventive measures.
Ensure compliance with IT policies, security standards, and governance requirements.
Manage customer communications during major incidents and service disruptions.
Oversee knowledge management and self-service support initiatives.
Prepare operational reports and present service performance to senior management.
Required Skills & Qualifications:
Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
ITIL Foundation certification preferred.
Additional certifications such as ITIL Intermediate, PMP, or Agile certifications are advantageous.
Strong understanding of IT Service Management (ITSM) principles.
Knowledge of Windows, Linux, networking, cloud platforms, and enterprise applications.
Pay: ₹500,000.00 - ₹600,000.00 per year
Work Location: In person
