Technical Support Manager

Mployee.me; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Mployee.me in India (Pune District) is seeking a Service Desk Manager to oversee daily Service Desk Operations, including shifts, schedules, team coordination, and process streamlining across tools. The role requires 10+ years in IT Service Desk/IT Operations with strong Microsoft, telephony, and ITSM tool expertise.

You will drive initiatives to improve efficiency, implement ITIL v4 practices, build dashboards, manage SLAs/KPIs, and lead cross-functional collaboration with IT groups, ensuring

Qualifications

• 10+ years in IT Service Desk/IT Operations with Microsoft products and ITSM tools.

Responsibilities

• Oversee daily Service Desk Operations including shifts, schedules, team, process improvements.
• Plan and implement process improvements to reduce incident resolution times.
• Ensure adherence to SLAs and effective coordination with IT teams.
• Lead recruitment and training for Service Desk staff.

Skills

Voice-based service desk

IT Operations

Microsoft products knowledge

Telephony systems

ITSM tools

Analytical thinking

Problem solving

Leadership

ITIL v4

Stakeholder management

Tools

ServiceNow

ITSM Tools

CCaaS

AWS

Twilio

Genesys

Citrix VDI

Job description

Job Highlights

• The Service Desk Associate Manager's responsibilities are overseeing the daily Service Desk Operations including managing the shifts, schedules, Team, process streamlining, and knowledge of all tools used in the client environment.
• Proven experience in strategic planning and execution. Should have good knowledge of new technologies.
• A logical thinker and excellent problem solver with strong analytical skills. Responsible for putting in place a structure that ensures early identification of issues around process, and people to minimize impact on business.
• Improve the efficiency and effectiveness of the service desk.

Job Description

The Service Desk Manager's responsibilities are overseeing the daily Service Desk Operations includes but not limited to managing the shifts, schedules, Team, process streamlining, and knowledge of all tools used. More than 10+ years of experience with IT Service Desk/IT Operations/Helpdesk with a good understanding of Microsoft products, Telephony systems & ITSM tools.

Required Technical/Key Skills

• 10-12 years of prior experience with a voice-based service desk in a corporate business environment.
• Technical skill in supporting the following technologies: Office 365 - Office suite, Windows 10 and 11 desktops, laptops, MDM solutions, printers, cloud services, virtualization technologies, Networking skills/Infrastructure, and LAN/WAN connectivity issues.
• Expertise in supporting Windows, macOS, Linux, and other operating systems.
• Ability to troubleshoot OS and network issues and coordinate with IT teams for resolution.
• Possesses strong knowledge of ITSM and ITIL v4 frameworks, with the ability to implement best practices that optimize service delivery, improve operational efficiency
• Proficiency in using and managing service desk platforms such as ITSM and CCaaS tools.
• Experience in building dashboards, optimizing ticketing systems, workflow automation, and self service portals.
• Experience in creating a ServiceNow Dashboard for real-time monitoring & SLA management.
• Hands-on experience on AWS/Twilio/Genesys dashboard creation for real-time monitoring.
• Experience in process improvement tools and methodologies (e.g., Lean, Six Sigma, Prince 2)
• Knowledge of Citrix - VDI environment
• Experience in managing project transitions by coordinating timelines, managing risks facilitating effective knowledge transfer for uninterrupted progress
• Expertise in end-to-end governance and reporting of SLAs and KPIs, with a deep understanding of their calculations and impact on overall performance.
• Facilitates seamless communication and collaboration between change management, incident management, and implementation teams, ensuring alignment with project schedules and timely execution.
• Continuously Monitor SLA adherence, ensuring that quality standards and timelines are consistently met. (e.g., Tracking performance metrics, identifying potential deviations, and implementing corrective actions)
• Assisting the Manager in IT Infrastructure projects
• Call audits are conducted regularly to ensure high standards, and the feedback is promptly shared with team members for improvement.
• Capable of handling onsite leadership escalations and customer escalations/feedback and implementing permanent fixes to avoid repeat escalations.
• Check the quality of reports and coach the team for report errors, analysis of common errors, and prepare a plan to avoid errors in reports.
• Weekly Operational review with Stakeholders and clients.
• Support any automation enhancement in the process and engage in tools transitioning.
• Enable an environment that rewards innovation and effective problem-solving.
• Plan and prepare the coverage of SD agents/Shift leads during after-hours weekends/holidays.
• Create SOPs, Process Documentation, and review Knowledge Documents.
• Join Priority Bridges and coordinate with other stakeholders during outages.
• Discover training needs for the Team and provide necessary training and support.
• Ensure cohesive high-quality service delivery by working closely with other IT teams across the enterprise.
• Lead the recruitment strategy, ensuring alignment with company goals and cultural fit.
• Drive talent management initiatives, including succession planning, career development, and retention strategies.
• New Hire onboarding coordination including process training, access provisioning, and on job training and monitoring.
• Identifying areas of improvement for individuals and assigning required coaching

Key Competencies

• Help Desk profile with strong Analytical, Logical, and Communication Skills (written, verbal, one to-one, etc.).
• Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.
• Strong customer service and support focus with a desire to deliver a high-quality customer focused service.
• Lead and prioritize the team’s workload.
• Build and maintain effective working relationships with Onshore /Offshore Teams and Internal Business Units
• Optimize and automate daily operations.

On-Camera Video Interview Notice

Candidates selectedtointerview mustparticipatein live, on-camera video interviews for identity verification and assessment purposes. Interviewswillbe recorded. Participation and consent to applicable recording requirements arerequiredto continue in the hiring process.Failure toparticipatein required on-camera interviews may result in removal from further consideration for employment.