Track Lead - Desk Side Services, AMT Asset Management Software

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: Cmdb, Servicenow, ITIL, Agile, Service Desk Operations, Effective people management, Team building, Influencing skills, IT service management processes, Coaching, Motivating team members, Leadership

Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities
1. Optimize Asset Management Systems Using Tools Like Cmdb And Servicenow To Enhance Reporting Capabilities And Streamline Information Flow, Ensuring Efficient Operational Processes.
2. Collaborate With Clients To Understand Their Requirements, Holding The Support Team Accountable For Meeting Service Level Agreements And Exceeding Client Expectations.
3. Lead And Mentor Project Teams By Facilitating Transparent Communication Of Project Goals And Performance Metrics, Fostering A Culture Of Accountability And Excellence.
4. Drive Innovation By Introducing New Ideas And Methodologies For Process Development, Utilizing Frameworks Such As Itil And Agile To Enhance Operational Effectiveness.
5. Analyze Customer Needs And Provide Tailored Asset Management Solutions That Align With Business Objectives, Ensuring Measurable Outcomes And Improved Service Delivery.

Skill Requirements
Service Desk Operations Manager (Job Description – Skill, Responsibility and Strategic Responsibility)



The skills required to be an effective Service Desk Support Manager include: Effective people management and team building skills. Strong strategic planning capabilities for setting direction. Tactical planning ability for short-term activities. Excellent communication and influencing skills. Strong understanding of IT and IT service management processes. In-depth knowledge of the customer's business and service level agreements. Proactive approach to questioning and driving continual service improvement programs. Experienced in coaching and inspiring team members. Leads by example and demonstrates strong leadership abilities.

The Service Desk Support Manager’s routine responsibilities include: Meet and achieve customer service and support performance targets. Ensure the welfare, development, and training of staff. Provide regular feedback on performance to staff. Conduct service reporting and operational performance reviews. Document, audit, and improve processes and procedures used by the service desk. Coordinate with senior management for timely escalations and control. Manage stakeholders, including the team, other teams, and customers. Understand and manage financial costs associated with running a service desk. Adhere to agreed service levels. Produce regular progress reports. Communicate deliverables clearly and manage expectations. Develop and maintain supporting processes and procedures, including team responsibilities, deliverables,



expectations, reporting, auditing, and compliance. Balance performance and quality of the Service Desk Support the professional development of service desk staff. Seek stakeholder input and acceptance of current services.

The Service Desk Support Manager’s strategic responsibilities include to: Define and implement a service desk strategy aligned with the organization's business strategy. Understand the role of the IT service desk in supporting the organization's strategic plans. Identify and communicate the activities required of the IT service desk to support strategic plans. Set clear and measurable service desk goals and objectives that align with business and IT goals. Build strong professional relationships within the organization. Collaborate with second and third-line support teams. Conduct planning sessions with the team to identify business development opportunities. Perform a comprehensive assessment of the service desk, including a SWOT and GAP analysis. Provide consistent and constructive feedback to the team. Focus on achieving results, not just being busy. Demonstrate confidence in the teams and back words with actions. Monitor and benchmark progress and make necessary corrections.

Other Requirements
Share key management reports demonstrating the service desk's ability to meet goals and objectives. Have a clear understanding of the organization's strategic goals, objectives, and key processes. Stay informed of the organization's strategic plans. Interpret and apply strategic plans to the service desk's operations. Proactively support strategic initiatives. Participate in management decision-making. Demonstrate business vision, insight, and judgement. Seek and develop new business opportunities.

📌 Track Lead Desk Side Services, AMT Asset Management Software (Nagpur)
🏢 HCL Technologies
📍 Nagpur