Indus Net Technologies Pvt Ltd Hiring for Service Desk Manager Job at Calcutta

Indus Net Technologies Pvt Ltd; Kolkata; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Manager to lead a dynamic team in Kolkata. This role involves managing and developing the service desk team, ensuring efficient operations, and promoting the service desk's value to senior management. The ideal candidate will possess strong leadership skills, a strategic vision for service management, and excellent communication abilities. If you are passionate about team development and service excellence, this opportunity offers a chance to make a significant impact in a collaborative environment.

Qualifications

• Ability to build and manage a cohesive team effectively.
• Strong understanding of service management best practices.

Responsibilities

• Manage, develop, and train the service desk team effectively.
• Ensure all processes are documented and regularly improved.
• Promote the service desk as a core business asset.

Skills

Team Management

Strategic Vision

Service Management Best Practices

Strong Communication Skills

Critical Thinking

Time Management

Job description

Must have abilities

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.

Responsibilities

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.

Others

• SWOT: strengths, weaknesses, opportunities, and threats
• CSA: current state analysis
• A gap analysis, which identifies areas where current and future expectations are not being met
• Regular benchmarking

Job Type: Full-time