Summary of the position

The Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications. PMC’s growth and strategy demand a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a recent team of desktop support engineers allowing PMC to extend its retail footprint from store into head-office. The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs).

This role reports to the Head of Service Desk.

Key accountabilities
- Day to day management of IT Staff and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs.




- Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
- Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with
- seasonable ticket volumes.
- Responsible for successfully setting up a technical training function within Managed Services to make sure that all of our existing and future team members are trained up to the highest standards to deliver a highquality service.
- Develop, implement, and manage Service Desk standards and operating procedures ensuring that PMC maintains high standards and delivers services aligned to customer and accreditation requirements.
- Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
- Account

📌 Service Desk Manager (Vadodara)
🏢 PMC Commerce
📍 Vadodara