About the Role:
We are seeking a highly motivated and experienced Service Desk Manager to oversee our outsourced service desk operations. The ideal candidate will be responsible for ensuring the delivery of high-quality support services to our internal colleagues and managing vendor relationships, driving continuous improvement in service delivery.
Key Responsibilities:
Manage Outsourced Service Desk Operations: Oversee the day-to-day operations of the outsourced service desk, ensuring timely and effective resolution of client issues.
Vendor Management: Maintain solid relationships with service desk vendors, ensuring compliance with service level agreements (SLAs) and performance metrics.
Service Quality: Monitor and evaluate the quality of service provided, implementing improvements as necessary to enhance client satisfaction.
Incident and Problem Management: Ensure productive handling of incidents and problems, minimizing impact on business operations.




Reporting and Analytics: Generate regular reports on service desk performance, identifying trends and areas for improvement.
Client Communication: Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met.
Continuous Improvement: Drive initiatives to improve service desk processes, tools, and technologies.

Qualifications:
Education: Bachelor's degree in information technology, Business Administration, or a related field.
Experience: Minimum of 5 years of experience in service desk management, with at least 2 years managing outsourced operations.
Skills: Solid leadership, communication, and problem-solving skills. Proficiency in IT service management (ITSM) tools and practices.
Certifications: ITIL certification preferred.

📌 Global Service Desk Manager Kochi
🏢 Strada
📍 Kochi