Key Responsibilities Own endtoend service desk operations ensuring adherence to SLAs response times and resolution targets across all support channels Lead mentor and manage a team of service desk analysts team leads and shift supervisors to ensure consistent operational performance Monitor ticket queues escalations and backlog trends and drive corrective actions to maintain service quality Define and enforce service desk processes workflows and knowledge base standards in line with ITIL best practices Act as the primary escalation point for critical incidents major outages and highpriority enduser issues Track and report service desk KPIs including firstcall resolution average handle time CSAT and SLA compliance Manage resource planning shift scheduling and capacity forecasting to ensure adequate coverage across all support hours Drive continuous improvement initiatives including selfservice adoption automation and knowledge base enhancement Conduct regular performance reviews coaching sessions and training programs for service desk staff Collaborate with infrastructure application and problem management teams to reduce recurring ticket volumes

📌 Service Desk Manager (Mumbai)
🏢 NEWAGE TECH SOLUTION PRIVATE
📍 Mumbai