Greetings for the Day…!!!

We are looking for a Service Desk Manager for one of our esteemed clients in Ahmedabad having experience into global service desk , ITIL , People management , stakeholder management .

Exp: - 15 + yeas

Location:Ahmedabad

CTC: Up to 23 LPA (17.5 LPA Fixed)

Shifts : - Rotational (24 * 7 )

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The Service Desk Manager is responsible for one delivery centre to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

Key Accountabilities:

- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting,



BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

Key Skills Required:

- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
- Understanding of Windows 7 & 10 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 24 X 7 support environment including working on Weekends and Holidays.
- Excellent time management skills and ability to work under pressure

Continuous commitment to career development We are looking for candidates who can join us within immediately

📌 Service Desk Manager (Ahmedabad)
🏢 Right Move
📍 Ahmedabad