Description :
Title - IT Service Desk Manager
Exp = 3 - 8 years
Location - Delhi
The job description IT Service Desk Manager typically includes a range of responsibilities related to overseeing the operations of the IT service desk, which is the central point of contact for all IT-related incidents and service requests within an organization. Here's a typical breakdown of the role:
Team Leadership:
- Manage and lead a team of IT support specialists, ensuring they have the necessary skills and resources to effectively support end-users.
- Provide coaching, mentorship, and training to team members to enhance their technical and customer service skills.
Service Desk Operations:
- Oversee the day-to-day operations of the IT service desk, ensuring timely resolution of incidents and service requests.
- Develop and maintain service level agreements (SLAs) to ensure that service desk performance meets or exceeds established targets.
- Monitor service desk metrics and key performance indicators (KPIs), such as ticket resolution time, first call resolution rate, and customer satisfaction, and take corrective actions as needed.
Incident Management:
- Coordinate the handling of IT incidents, including triage, investigation, resolution, and escalation as necessary.
- Implement incident management processes and procedures to minimize service disruptions and restore normal service operations quickly.
Service Request Management:
- Oversee the fulfillment of service requests, such as software installations, hardware provisioning, and access requests, in a timely manner.
- Streamline service request workflows and automate repetitive tasks where possible to improve efficiency.
Problem Management:
- Lead efforts to identify and address underlying root causes of recurring incidents and problems to prevent future occurrences.
- Collaborate with other IT teams to implement permanent solutions and workarounds for known issues.
Change Management:
- Ensure that changes to IT systems and services are properly assessed, authorized, and implemented with minimal disruption to users.
- Coordinate communication and training efforts to prepare end-users for planned changes.
Vendor Management:
- Manage relationships with third-party vendors and service providers to ensure the timely resolution of issues and adherence to service level agreements.
- Evaluate vendor performance and negotiate contracts and service agreements as needed.
Documentation and Reporting:
- Maintain accurate documentation of IT service desk processes, procedures, and knowledge base articles.
- Generate regular reports on service desk performance, trends, and actionable insights for continuous improvement.
Customer Relationship Management:
- Foster positive relationships with internal stakeholders and end-users by providing excellent customer service and communication.
- Solicit feedback from users to identify areas for improvement and implement enhancements to service delivery.
IT Service Continuity:
- Contribute to the development and testing of IT service continuity plans to ensure business resilience in the event of IT outages or disasters.