Service Desk & EUC Operations Manager

PerkinElmer; Maharashtra; On-site; INR 400,000 - 700,000; Full time

Job summary

PerkinElmer is seeking an experienced Senior IT Service Desk Leader to establish SLAs, govern vendors, and drive continuous improvement across global teams. The role oversees regional EUC operations and ensures consistent, high‑quality in-person support.

You will mentor Service Desk staff, manage metrics, and collaborate with other service teams to resolve issues promptly, while maintaining a strong focus on customer satisfaction and service delivery alignment.

Qualifications

• Master's degree or equivalent in IT service management or related field.
• 10+ years in service desk or customer support operations.
• 5+ years in supervisory or management role.
• Strong understanding of ITIL Service Operation processes.
• Experience with Service Desk tools and ticketing systems (ServiceNow).
• Excellent customer service and people management skills.

Responsibilities

• Establish structured SLAs and vendor governance (SIAM) for Service Desk and providers.
• Manage and promote development of Service Desk team members.
• Ensure Service Desk operations meet the agreed SLAs and KPIs.
• Implement Service Desk processes and continuous improvement initiatives.
• Monitor customer satisfaction and implement improvement actions.
• Coordinate with other service teams for seamless issue resolution.
• Maintain Service Desk knowledge base and self-service capabilities.
• Analyze Service Desk metrics and trends for operational insights.
• Support major incident management and communication activities.
• Implement tools and technologies to improve Service Desk efficiency.
• Ensure Service Desk alignment with the overall service delivery strategy.
• Manage Regional EUC Operations across Americas, Europe, and APAC for in-person support.

Skills

Leadership

People management

Customer service

Communication

Strategic planning

Education

Master's degree in IT service management

ITIL Certification (preferred)

Tools

ServiceNow

Job description

• Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
• Manage and promote development of Service Desk team members
• Ensure Service Desk operations meet the agreed SLAs and KPIs
• Implement Service Desk processes and continuous improvement initiatives
• Monitor customer satisfaction and implement improvement actions
• Coordinate with other service teams for seamless issue resolution
• Maintain Service Desk knowledge base and self-service capabilities
• Analyze Service Desk metrics and trends for operational insights
• Support major incident management and communication activities
• Implement tools and technologies to improve Service Desk efficiency
• Ensure Service Desk alignment with the overall service delivery strategy
• Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support

Key Responsibilities:

• Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
• Manage and promote development of Service Desk team members
• Ensure Service Desk operations meet the agreed SLAs and KPIs
• Implement Service Desk processes and continuous improvement initiatives
• Monitor customer satisfaction and implement improvement actions
• Coordinate with other service teams for seamless issue resolution
• Maintain Service Desk knowledge base and self-service capabilities
• Analyze Service Desk metrics and trends for operational insights
• Support major incident management and communication activities
• Implement tools and technologies to improve Service Desk efficiency
• Ensure Service Desk alignment with the overall service delivery strategy
• Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support

Basic Qualifications

• Master's degree or equivalent experience in IT service management or equivalent combination of education and experience
• 10+ years' experience in service desk or customer support operations
• 5+ years in supervisory or management role
• Strong understanding of ITIL Service Operation processes
• Experience with Service Desk tools and ticketing systems (ServiceNow)
• Excellent customer service and people management skills

Preferred Characteristics

• ITIL certification (Intermediate or Expert level)
• Experience with Service Desk management platforms (ServiceNow)
• Knowledge of workforce management and scheduling tools
• Understanding of customer experience and satisfaction metrics
• Leadership and team development experience
• Experience with Service Desk automation and AI/chatbot implementations