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ServiceDesk Manager
Job Location:
Job Location:
Guadalajara - Mexico
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
21 August 2026 (14 days ago)
Posted:
Application Deadline:
18 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at . Mandatory Skills: Service Desk Management. Experience: 5-8 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
ServiceDesk Manager
Role:
- Manage end-to-end Service Desk operations for a delivery center
- Ensure adherence to SLAs KPIs and service quality targets
- Oversee incident request and escalation handling
- Own service performance metrics (AHT SLA CSAT backlog etc.)
- Drive reporting cadence (daily / weekly / monthly governance reviews)
- Review ticket aging backlog trends and improvement actions
- Manage Team Leads and large service desk teams
- Monitor performance and drive productivity improvements
- Engage with customers for service reviews and escalations
- Ensure customer satisfaction and transparency in operations
- Implement ITIL-based processes and governance
- Drive SIP (Service Improvement Plan) and CIP initiatives
- Identify automation and optimization opportunities
- Support new transitions (knowledge transfer documentation setup)
- Ensure smooth integration into BAU operations
- Plan staffing capacity and demand management (with WFM)
- Ensure optimal resourcing and shift coverage
Required Experience:
Manager
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
