Service Desk & EUC Operations Manager

PerkinElmer; Pune District; On-site; INR 1,400,000 - 2,300,000; Full time

Job summary

PerkinElmer is seeking an experienced Service Desk & EUC Operations Manager to lead the Service Desk function from Pune. You will establish SLAs, drive process improvements, and oversee EUC operations across the Americas, Europe, and APAC to deliver high-quality in-person support.

You will manage and develop a team of service professionals, ensuring KPIs are met and customer satisfaction remains high in a complex global environment.

Qualifications

• Master's degree or equivalent experience in IT service management.
• 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

Responsibilities

• Establish structured 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 Operations, overseeing onsite support teams across Americas, Europe, and APAC

Skills

ITIL Service Operation

ServiceNow

Customer service

People management

Leadership

Education

Master's degree in IT service management

Tools

ServiceNow

Job description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.

With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job TitleService Desk & EUC Operations Manager

Location(s) Pune

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

Are you ready to help improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world-class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 5,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and believing in our mission, we strive to create an inspiring and inclusive culture for our employees, so that they can be their best and, together, create a better tomorrow. Join us today.