Delivery à United States

Responsibilities:

• Manage and oversee IT service desk operations for multiple clients, ensuring SLAs and KPIs are consistently met.

• Prioritize and assign tickets based on impact, urgency, and contractual agreements.

• Ensure seamless communication and coordination between internal teams and client representatives.

• Maintain a centralized service desk system, ensuring proper documentation of incidents and resolutions.

• Implement ITIL best practices for incident, problem, and change management. Client Relationship Management

• Act as the primary point of contact for client escalations and service reviews.

• Conduct regular client meetings to discuss service performance, improvements, and upcoming IT needs.

• Develop and maintain strong relationships with key stakeholders in each client organization.

• Identify opportunities for additional service offerings based on client needs. Team Leadership & Development.

• Lead and mentor a team of service desk analysts and technicians.

• Provide training, coaching, and professional development to ensure high performance.

• Foster a culture of customer service excellence and continuous improvement.

• Manage workforce planning to ensure adequate coverage for all clients. Process Improvement & Reporting.

• Analyze service desk performance metrics and generate reports for internal and client stakeholders.

• Identify trends in incidents and recommend proactive measures to reduce recurring issues.

• Implement automation and self-service solutions to enhance efficiency.

• Drive continuous process improvement initiatives to optimize service delivery.

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).

• Minimum 5+ years in IT support, with 2+ years in a service desk management role in an MSP or multi-client environment.

• Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL v3/v4).

• Certifications such as Microsoft Certified: Azure Administrator Associate (AZ-104), AWS Certified Solutions Architect, or Google Cloud Associate Engineer are a plus.

• Hands-on experience with IT service desk tools (e.g., ServiceNow, BMC Helix, etc).

• Proven ability to manage SLAs and ensure consistent service delivery across multiple clients

• Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking.

• • Strong communication and relationship-building skills to manage multiple stakeholders.

• • ITIL v3/v4 Foundation or higher certification.

• • Cloud computing experience, including administration of Microsoft Azure, AWS, or Google Cl

Interested candidates, please send your CVs onakshya.raman@tg-hr.com

We regret that only shortlisted candidates will be notified.

APBA TG Human Resource Pte Ltd (14C7275) || Akshya R (R24122440)