About the Job
The Service Desk Manager (SDM) is a critical role for the Global Service Desk team for IntouchCX, and they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

The ideal candidate will wear many hats - from managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed in a timely manner, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements.

As Global Service Desk Manager, You Will…

Manage the day to day operations of the 24/7 Global Service Desk team - working across multiple geographical locations providing phone, email, and live chat support in line with the agreed Service Level Agreements
Serve as the service-desk liaison to major business-impacting initiatives




Manage service delivery best practices and client expectations
Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents
Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnouts
Develop Service Level Agreements to set expectations and measure performance of the Global Service Desk team
Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
Owner of key measurements and service levels for Global Service Desk services
Responsible for ensuring all KPIs and metrics are measured and adhered
Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed
Deep dive into processes to identify gaps and develop strategies for improvement
Responsible for mentoring and coaching of the Global Service Desk leads and teams

📌 Global Service Desk Manager (Hyderabad)
🏢 Intouch CX
📍 Hyderabad