IT Service Desk Manager

Overview

Lead the Global IT Service Desk, overseeing efficient operation of IT support on a global scale while mentoring a geographically dispersed support team.

What you'll do

• Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent end-user experience.
• Maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization.
• Streamline IT Service Desk operations by developing and implementing efficient processes and monitoring key performance indicators for continuous improvement.
• Ensure timely incident resolution and request fulfillment in accordance with service level agreements (SLAs).
• Support the strategic management of the IT budget, optimizing resources for maximum efficiency, and contribute to organizational objectives through participation in strategic planning.
• Lead change by collaborating with cross-functional teams to identify opportunities that improve security, unlock productivity, and accelerate execution, and oversee workflow or projects involving the IT Service Desk team.
• Drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation.
• Oversee and lead the development, execution, and continuous improvement of employee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the Service Desk team.

What you'll need

• A minimum of 6 years of technical support and service management experience.
• A minimum of 3-4 years in a supervisory role.
• Ability to provide exceptional internal and external customer care with a customer-first mindset and a "Get it done" attitude.
• Experience managing enterprise support in a large and complex web-based service and technology environment, using principles and practices of the ITIL framework and Service Desk as a Service.
• A proven track record of making sound decisions under pressure, taking calculated risks, and owning the outcomes, accepting high levels of responsibility and accountability for decisions made and actions taken.
• Profound knowledge and proven experience in defining, managing, and exceeding support KPIs and critical technical support metrics such as CSAT, Time to Resolution (TTR), SLAs, and backlogs.
• Experience developing, leading, and executing comprehensive organizational change initiatives from conception to successful implementation, including building commitment, communication, training, and stakeholder engagement strategies.
• Experience overseeing relationships with third-party vendors and service providers aligned to asset inventory management and optimization, including cost-savings, license optimization, and efficiency improvements for hardware and software assets.
• Skill in oral and written communications with staff and stakeholders at all levels, from informal meetings to formal presentations and reports.
• A degree or equivalent experience.
• Extensive experience configuring and troubleshooting Mac OS and Windows 10 and higher, and IT tools.
• Proficiency in service management tools, with a high level of competence in leveraging the platform for streamlined service management and support processes.

Nice to have

• A degree preferably in Information Technology.
• Technical and leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, or Six Sigma.

Details

• Location: Chennai, India.
• Working hours: 5:30 PM - 2:30 AM IST, or 4 AM - 1 PM PST.
• Flexible work arrangement: from home, an office, or a collaboration space, with occasional in-person gatherings for collaboration and key milestones.