Description :

Title - IT Service Desk Director

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Leadership and Management:

• Lead, mentor, and motivate a team of IT service desk professionals.
• Develop and implement strategies to optimize team performance and efficiency.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Foster a collaborative and inclusive team culture that promotes innovation and continuous improvement.

Service Delivery:

• 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 meet or exceed customer expectations.
• Monitor service desk metrics and KPIs to identify trends, issues, and opportunities for improvement.
• Implement best practices and ITIL frameworks to streamline service delivery processes.

Customer Relationship Management:

• Serve as the primary point of contact for escalated customer issues and inquiries.
• Establish and maintain strong relationships with key stakeholders across the organization.
• Gather feedback from customers to identify areas for service improvement and implement action plans accordingly.

Technical Expertise:

• Stay abreast of emerging technologies and industry trends relevant to IT service management.
• Provide technical guidance and support to service desk staff as needed.
• Collaborate with other IT teams to resolve complex technical issues and ensure seamless service delivery.

Budget and Resource Management:

• Develop and manage the IT service desk budget, including forecasting and cost control measures.
• Allocate resources effectively to meet service desk objectives and priorities.
• Evaluate and recommend investments in technology, tools, and training to enhance service desk capabilities.