Summary of the Job

PMC’s growth and strategy demands a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from the store into head office.

The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs).

This role reports to the Head of Service Desk

Key Responsibilities
- Management of IT Leads/Manager/Operations and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs.
- Work in a 24x7x365 setting ensuring the right level of Management support is always available to the Service Desk team
- Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence,



training, ticket volume peaks and troughs associated with seasonable ticket volumes.
- Responsible for successfully setting up a technical training function within Managed Services to make sure that all our existing and future team members are trained up to the highest standards to deliver a high-quality service.
- Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
- Using a pragmatic approach, further implement important elements of the ITIL framework.
- Accountable for appraisals being conducted for all team members by your respective team leaders.
- Maximize the effective use and productivity of resources across all desks by building a multi-skilled resource pool. Effective resources and task management are essential to guarantee support to our clients.
- Train, coach and men

📌 Senior Service Desk Manager/service Desk Manager (Vadodara)
🏢 Paul mason consulting
📍 Vadodara