Hiring for IT Service Desk Manager - Bangalore Bengaluru for Exp. 7 - 10 Years at Epicor Software In (Bangalore Job)
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Job Description:SERVICE DESK MANAGER: The IT Service Desk Managers role is to oversee the Global Service Desk to provide end users with the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and requests, including the monitoring, tracking and coordination of Global Service Desk functions. The IT Service Desk Manager is also responsible for planning, designing, and analyzing the organizations Global Service Desk functions according to ITIL best practices to ensure high levels of customer service quality and availability. Additionally, the IT Service Desk manager will assist with training and development, hiring and coaching termination as needed. ESSENTIAL JOB FUNCTIONS Manage and motivate a team of Support Analysts who receive incident tickets, phone calls, emails and other communications from customers requesting technical support for related desktop, laptop, peripherals and IT related issues. Supervise the day-to-day operations of the Service Desk. Identify, research, and resolve complex technical problems. Create and manage escalation procedures and ensure service levels are maintained. Document, track, and monitor problems to ensure resolution in a timely manner. Work with global peers to ensure consistency Ensure that all support requests are well documented and accurately categorized in the IT ticketing system from the creation of the ticket to the successful resolution. Work with internal resources to ensure proper processes are created and followed to inform, track and support our customers. Collaborate with other teams to ensure Service Levels (SLAs) are in place and Key Performance measures KPIs are defined, agreed upon and tracked for IT Services. Accountable for fulfilling SLAs on Service Desk Incident and Request queues. Provide team leadership and strong management of related processes and resources including staff evaluation and performance feedback. Manage day-to-day activities ensuring focus on priorities, ongoing improvement plans and risk remediation. Act as a point of escalation for unresolved or escalated needs and problem management. Establish and manage staffing levels for both daily and on-call support 365 days a year. Ensure processes are in place to appropriately triage incidents and manage service requests. Manage projects assigned to the IT Service Desk on an ad-hoc or as needed basis. Assess need for any departmental process changes (minor or significant) based on request trends and make recommendations. Identify, recommend, develop and implement end user training programs, knowledge base systems and other tools to increase computer literacy and self-sufficiency. Train, coach and mentor analysts. GENERAL REQUIREMENTS 7-10 years of experience managing a service desk. Initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills. Ability to motivate and direct team members. Working in a fast paced, cross-functional, agile multi-team environment. Receiving direction and producing results in a timely manner with minimum oversight. Prioritizing to meet deadlines while producing high quality results. Communicating effectively and professionally with end-users, customers, and other IT personnel. Driving for results and taking initiative to affect change. Focusing on business outcomes and delivering work that improves business value.