Manager, Enterprise Service Desk

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee a sizable team of technicians and foster their professional growth.

• Create and execute strategies to enhance service delivery throughout the customer experience.

• Manage team members through processes including hiring, training, performance evaluations, incentives, and disciplinary measures.

• Conduct individual meetings, development planning sessions, team gatherings, and performance assessments.

• Generate and deliver operational reports and service evaluations regarding SLA/SLO performance, volumes, and trends.

• Plan for capacity, shift coverage, demand forecasting, and staffing for a 24/7 service desk.

• Ensure adherence to ITIL processes and manage knowledge effectively.

• Implement and supervise training and development initiatives.

• Track KPIs such as customer satisfaction, response/resolution times, and first-call resolution rates.

• Promote first-contact resolution and quality assurance through call/ticket audits and coaching efforts.

• Oversee schedules and resource allocation.

• Maintain compliance with SLAs.

• Collaborate with IT departments to address complex issues.

• Collect client feedback, identify opportunities for improvement, and strengthen relationships.

• Assess and adopt technologies and processes to enhance service delivery.

⛳️ Requirements

• Minimum of 5 years of supervisory or managerial experience within an MSP environment.

• Exceptional verbal and written communication abilities.

• Strong coaching skills with an emphasis on ongoing improvement.

• Experience with the ServiceNow ITSM platform.

• ITIL Certification required.

• Proficient in incident, request, problem, change, and major incident management.

• Bachelor's degree or equivalent in Computer Science, Information Systems, or a related field.

• Solid technical background.

• Strong analytical and problem-solving competencies.

• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 support setting.

• Capability to perform well under pressure.

🏝️ Benefits

• Performance incentives.

• Remote work arrangement.