JCompany Profile:
Job Title: Service Desk Manager
Position: Manager Consulting Delivery
Experience: 11+ yrs
Category: Infrastructure and Cloud
Main location: Pune
Position ID: J0926-0019
Employment Type: Contract to Hire
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
The Service Desk Manager is responsible for leading and managing the IT Service Desk function, ensuring the delivery of high quality technical support and customer service to internal and external stakeholders. This role oversees incident management, service request fulfillment, team performance, process improvements, SLA compliance, and operational excellence while driving continuous service improvement initiatives.

Key Responsibilities
Service Desk Operations
. Manage day to day Service Desk operations and ensure seamless delivery of IT support services.
. Monitor and maintain service levels in accordance with agreed SLAs and KPIs.
. Ensure timely resolution and escalation of incidents and service requests.
.



Drive adherence to ITIL based service management processes.

Team Leadership & Management
. Lead, mentor, and develop Service Desk analysts and team leads.
. Conduct performance reviews, coaching sessions, and career development planning.
. Manage workforce planning, shift schedules, resource allocation, and capacity management.
. Foster a customer centric culture focused on service excellence.

Incident & Problem Management
. Oversee major incident management and coordinate resolution activities with technical teams.
. Analyze incident trends and identify root causes to reduce recurring issues.
. Ensure effective escalation management and stakeholder communication.

Service Improvement
. Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
. Identify automation opportunities to improve operational efficiency.
. Review existing processes and implement best prac

📌 Service Desk Manager (Maharashtra)
🏢 CGI
📍 Maharashtra