Service Desk Manager (Hyd) - US Focused

Shift: PST, Night shift

This position of Service Desk Manager will be in Hyderabad, India. We are a rapid-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

The Service Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support are provided to customers at agreed levels.

Roles and Responsibilities:
- Manage service desk team members and their overall daily activities.
- Manage the dispatch process of service requests to ensure full utilization of resources.




- Manage the dispatch process of field technicians to ensure full utilization of resources.
- Improve usage of Support resources and increase the productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients.
- Understand overall service desk objectives, as well as the role and function of each team member.
- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
- Assist the service desk team in desi

📌 Service Desk Manager- Us Focsed (Hyderabad)
🏢 Base8
📍 Hyderabad