Key Responsibilities:

- Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers

- Manage and promote development of Service Desk team members

- Ensure Service Desk operations meet the agreed SLAs and KPIs

- Implement Service Desk processes and continuous improvement initiatives

- Monitor customer satisfaction and implement improvement actions

- Coordinate with other service teams for seamless issue resolution

- Maintain Service Desk knowledge base and self-service capabilities

- Analyze Service Desk metrics and trends for operational insights

- Support major incident management and communication activities

- Implement tools and technologies to improve Service Desk efficiency

- Ensure Service Desk alignment with the overall service delivery strategy

- Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support





Basic Qualifications

- Master's degree or equivalent experience in IT service management or equivalent combination of education and experience

- 10+ years' experience in service desk or customer support operations

- 5+ years in supervisory or management role

- Robust understanding of ITIL Service Operation processes

- Experience with Service Desk tools and ticketing systems (ServiceNow)

- Excellent customer service and people management skills

Preferred Characteristics

- ITIL certification (Intermediate or Expert level)

- Experience with Service Desk management platforms (ServiceNow)

- Knowledge of workforce management and scheduling tools

- Understanding of customer experience and satisfaction metrics

- Leadership and team development experience

- Experience with Service Desk automation and AI/chatbot implementations

📌 Service Desk & EUC Operations Manager (Pune)
🏢 Perkinelmer
📍 Pune