Job Description
Role: ServiceDesk manager
Onsite -Santa Clara (Onsite day 1 mandatory , all 5 days )
Grade : SA level
Need : Immediate
Duration: 12 months
Job Description/ Responsibilities
Need -
- Minimum 8 years of experience in management positions at Fortune 500 companies
- Professional background in Bay Area companies, particularly in the semiconductor industry
- Career progression from Service Desk agent to management roles
- Demonstrated success implementing AIOps and automation solutions in Service Desk operations
- Experience in Power BI and ServiceNow hands on exposure dashboard
Key Responsibilities:
- Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.
- Operational Leadership: Oversee all aspects of service desk operations, including incident management, request fulfillment and escalations. Ensure consistent adherence to operational standards and processes.
- Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.
- Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.
- Incident Management: Ensure that critical incidents are resolved promptly, and root causes are identified and addressed. Lead efforts to minimize recurring issues and improve system stability.
- Team Development & Leadership: Lead, motivate, and mentor a high-performing service desk team. Foster a collaborative environment focused on excellence, customer satisfaction, and ongoing skill development.
- Escalation Point: Act as the point of contact for any escalated issues and work to resolve problems at the earliest possible stage.
- Reporting & Metrics: Define and track key performance indicators (KPIs) for service desk operations. Provide accurate and timely reports to management and the client, ensuring transparency and accountability.
Skills & Qualifications:
- Proven Experience: At least 10 years of experience in service management and service desk operations. Previous experience in a leadership role is essential.
- Automation Capabilities: Strong understanding and experience with automation tools (e.g., ITSM tools like ServiceNow, or scripting languages) to enhance service desk efficiency and service delivery.
- Service Management Frameworks: In-depth knowledge of ITIL (Information Technology Infrastructure Library) best practices and principles, with relevant certifications preferred (e.g., ITIL v4 Foundation).
- Excellent Communication Skills: Strong verbal and written communication skills with the ability to communicate effectively with clients, senior management, and technical teams.
- Problem-Solving & Critical Thinking: Strong problem-solving skills with the ability to analyze complex situations and devise practical, timely solutions.
- Customer-Centric Approach: A deep commitment to ensuring customer satisfaction and delivering high-quality service.
- Leadership & Team Management: Proven ability to lead, manage, and motivate cross-functional teams in a high-pressure environment.
What are the top 3 skills required for this role?
- Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.
- Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.
- Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.
Additional Information:
Team size, direct reports, key deliverables, unique selling points, additional qualifications, team culture etc.
Job Tags
Immediate start,