Service Desk Manager

With 900 employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow and create a career path that makes us an organization of opportunities beyond boundaries. Beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

Role : Service Desk Manager

Location : Krakow, Wroclaw, Poland (Hybrid from customer location )

Please note , associate required to work from customer office location few dyas in a week .

Roles & Responsibilities-

• Responsible for overall delivery of Technical ServiceDesk(DevOps L1), should have prior experience.
• Responsible to meet the delivery commitments to clients and meet SLA/KPIs targets.
• Prior experience in managing Quarterly business reviews with clients and stake holders.
• People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.
• Delivery good CSAT for the engagement. Contribute to improve customer experience by actively proposing Process improvements and continual improvement plans.
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews.
• Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions.
• Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises performance of the team and is responsible for their qualification.
• Attends the monthly quality meeting, Resolver Group Team Leads meeting, and the SD Monthly Call
• Customer expects Service desk manager to be equipped with skill set. ITIL/Service Mgmt., Project Mgmt., SCRUM Master experience

Soft and Analytical Skills

Your experience and skills

• In-depth knowledge of Service Desk SLAs/KPIs and Service Management principles.
• Minimum 8 to 10 years’ experience in a Service Desk / Service Management in a global organization.
• Prior experience as a Service Manager or Team Leader or other management roles with IT Service Desk environment. At least 3 to 5 years.

Behavioural Skills & Attributes:

• Client centricity and communication skills.
• Execution excellence, Hands-On Approach
• Excellent People Manager
• Problem Solver & Good at Decision Making
• Collaborative Working.

Looking for employees who can join in next 2–4-week max.

What we offer:

• Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria
• Premium insurance for medical services for employee and family members- Luxmed
• Life & Disability Insurance for employees and family members- Generali
• Profitable Voluntary Pension Fund
• Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
• Integration and cultural events for employees
• Reward and recognition program for high performers
• Employee Referral bonuses
• Relocation assistance - Accommodation, travel and other expenses covered
• Friendly and chill atmosphere and company culture

*We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law

Service Desk Management