Service Desk Manager
Service Desk Manager
Posted on :
26-08-2025
Employer Active
1 Vacancy
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Job Description
Description
Title: Service Desk Manager
Location: HYD/MUM/BANG
Education: Any Degree
Exp Level: 8-10 Years
Roles Responsibilities:
- This role is responsible for overseeing all Level 1 support staff
- This position serves as the owner of the incident management major incident request catalog knowledge base and problem modules to ensure quality and service availability
- Additionally the role manages and oversees the daily support activities of the IT Service Desk
- RESPONSIBILITIES Oversight of requests incidents major incident knowledgebase and problem modules in ServiceNow
- Manage maintain and coordinate all critical and major incidents including but not limited to communication activities (oncall duty executive summary etc.). Act as escalation point for all requests and incidents
- Develop maintain and train on processes such as: Phone and ticket escalation Call and ticket handling dash boards and review process Call handling etiquette SLA review and improvements as needed Root cause analysis for problem tickets Continuously evaluate/refine service desk procedure development and implementation balancing industry best practices with corporate culture
- Train coach and mentor service desk specialists (Level 1 / 2) including career development
- Oversee staff activities; builds and obtains (from other departments) training material for support staff
- Schedule employees working times and provide backup support; interact with internal and external vendors as needed
- Build maintain measure report and improve on all service desk performance metrics
- Drive making service desk the single source service delivery channel for IT
- Oversee solutions repository and ensure top quality solutions are available to the staff
- Develops an effective and workable framework for managing and improving customer IT support in the organization
- Review ServiceNow survey feedback to improve services tools and support experience
- Follow and adhere to internal IT policy and procedures as appropriate
- Perform other management assigned tasks as required
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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