Service Desk Manager

We are seeking an experienced Service Desk Manager to lead and optimize our IT support operations, ensuring high-quality technical assistance for end users. This role involves managing both onshore and offshore service desk teams, driving automation workflows, improving service agent communication, and overseeing user survey management to enhance the overall service experience.

Key Responsibilities:

Service Desk Operations & Automation Management

• Oversee the day-to-day operations of the service desk, ensuring timely resolution of IT issues and requests.
• Manage onshore and offshore service desk teams, ensuring alignment with business needs, performance standards, and SLAs.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support.
• Develop and enforce best practices, policies, and procedures to optimize efficiency and effectiveness.
• Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools (e.g., ServiceNow, Jira, Zendesk).
• Leverage AI-driven solutions, self-service portals, and chatbots to enhance user support experiences.

Service Agent Communication & Offshore Team Management

• Establish and maintain effective communication channels between onshore and offshore teams to ensure consistency in service delivery.
• Define clear roles, responsibilities, and expectations for offshore service desk staff.
• Ensure service agents have access to updated knowledge bases, training, and scripts to provide consistent support.
• Regularly assess offshore team performance and provide feedback, training, and coaching as needed.
• Optimize resource allocation across time zones to ensure 24/7 service desk coverage.
• Facilitate collaboration between service agents, IT teams, and business units to improve issue resolution and information flow.

User Survey Management & Customer Experience Enhancement

• Design, implement, and manage user satisfaction surveys (CSAT, NPS, ITSM feedback forms) to measure service effectiveness.
• Analyze survey data to identify trends, gaps, and areas for service improvement.
• Develop action plans based on user feedback to enhance service quality and response times.
• Ensure proactive communication with end users to address concerns and improve satisfaction levels.
• Implement strategies to increase user engagement and participation in surveys for accurate service performance assessment.

Incident & Problem Management

• Ensure effective triage, prioritization, and escalation of technical issues to relevant support teams.
• Analyze recurring incidents and implement proactive, automation-driven solutions to minimize downtime.
• Collaborate with IT infrastructure, security, and application teams to enhance incident response and problem resolution processes.

Technology & Process Improvement

• Identify and implement automation workflows to optimize service desk efficiency and reduce manual tasks.
• Maintain knowledge of industry trends and emerging technologies, particularly in AI, IT process automation (ITPA), and robotic process automation (RPA).
• Drive continuous improvement initiatives to enhance workflows, service delivery, and the overall user experience.

Qualifications & Skills:

• Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience:
  • Minimum of 5 years in IT support, with at least 2 years in a leadership role.
  • Proven experience managing offshore service desk teams and global IT support operations.
  • Strong background in user survey management and using customer feedback for service improvement.
• Technical Skills:
  • Proficiency in ITIL frameworks, ticketing systems (e.g., ServiceNow, Jira, Zendesk), and remote support tools.
  • Experience with automation tools such as Power Automate, UiPath, or ServiceNow Automation.
  • Knowledge of scripting languages (e.g., PowerShell, Python) for workflow automation.
  • Certifications (Preferred): ITIL Foundation, Microsoft Certified: Power Automate Developer, or similar.