Service Desk Manager

We have an opening for the position of Service Desk Manager for a Captive KPO in Mumbai.

Global Service Desk Manager Position

Experience required for Job: 10+ years

Skills/Competencies:

- Preferred candidates will have strong customer service orientation; excellent communication skill; results orientation; demonstrated passion for developing self and others; work effectively as part of a physically dispersed leadership team; influence cross-functionally at all levels; promote a spirit of cooperation, energy and enthusiasm within and across teams; know when and how to delegate work; effectively manage conflict.

Role and Responsibilities:

- Provide Global Service Desk leadership, oversee day-to-day operations and ensure outstanding customer service to a global customer base.

- As part of the Global Service Desk management team, responsible for ensuring the Global Service Desk is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that global standards and processes are followed to provide effective customer service.

- Partner with US, LATAM and China team members to define and assure consistent global processes and service desk practices, including analyst training and engagement.

- Act as an escalation point for applicable requests and incidents.

- Analyze and regularly report Global Service Desk activity and metrics to the Senior GSDO manager and make recommendations for increased organizational efficiency and effectiveness.

- Participate as a member of the Global Service Desk Organization leadership team in advancing the maturity of our Global Service Desk Organization.

- Manage customer and IS support team relationships around the world.

- Provide onsite support for Global Infrastructure managers with staff in Mumbai.

Preferred work timings: Day Shift

Manjary Khoiya
People Connection | M: +91 98200 14793 | | LinkedIN: www.linkedin.com/in/manjary