Service Desk Manager is responsibility is to plan, direct and coordinate all organization's operations. Service Desk Manager will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Key Responsibilities: Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Helps in determining root cause of issues and communicate appropriately to internal and external customers. Train, coach and mentor Service Desk Specialists and reports including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. Key Requirements: Proven track record of building, developing and managing service delivery and support teams. Solid leadership and people management skills along with previous experience growing and developing an operations function. Experience in defining operational procedures, setting service standards, defining SLA's etc. It goes without saying that resources also be passionate about delivering exceptional service. Understanding of knowledge management principles and procedures Excellent written, interpersonal, communication and analytical skills ITIL Service Delivery qualification, Web design, and/or Web-based applications experience is highly appreciated Why Infosys: Quarterly performance bonus. Outstanding career development opportunities and fast track career progression. Enjoy a fair work-life balance. HMO and Life Insurance for employee and 2 dependents for free. 24 Leaves annually. ' We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines'
