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.