Service Desk Manager

Job Description:

Role: Service Desk Manager

In this role, you will manage end to end IT Service desk operations. Plan and monitor resource deployment, review daily performance, staffing plan, work allocation, governance adherence and interacts with the client with the objective to deliver target delivery model. Ensure delivery predictability and enhance client satisfaction for the process. Coordinate with transition team and other cross functional teams for business transition and drive operational excellence. Monitor and analysis System/ Application performances, Incident models, Problem models and proposes the right business operating model for the engagement.

Responsibilities

• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes in order to ensure operational compliance.
• Prepares and Reviews training staffing plan and work allocation in order to achieve production targets.
• Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain.
• Reviews process specific quality plan including quality control, assurance and improvement in order to create a comprehensive quality program.
• Sign off scorecards for direct reportee, create KRA for the team to align with business objectives.
• Performance oriented - Ability to drive performance to stretch targets
• Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight
• Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery.
• Create business models for Incident management and Problem management to achieve minimal disruption to IT service.
• Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations
• Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance.
• Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions.
• Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management.
• Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines.
• Applies strong knowledge of quality improvement techniques and models like lean, six sigma.
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results
• Builds context and common platform and uses appropriate data, examples to support complex ideas, adapts the message to the audience group for good understanding.

Qualifications:

Basic

• Bachelor’s Degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• Minimum 9 years of experience related to the job description.

Preferred:

• Min. 3 yrs. experience in managing Service Desk Operations (Or Tech support operations) in Infrastructure support or Application support environment.
• Advance knowledge and understanding of OS (Windows XP-10), Browsers, MS Office suite
• Advance knowledge and understanding of Small Forms (iOS, Android, Windows)
• Intermediate knowledge and understanding of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions, Network collaborations & VPNs.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.