Service Desk Engineer Manager
MumbaiFull-timeHybrid5–9 yrsPosted 1 week ago
Senior IT support role at Cloud Counselage in Mumbai. Needs 5+ years and an M.Sc, B.Tech or B.E.. Hybrid.
About the role
As a Service Desk Manager, you will oversee the entire service desk team, ensuring efficient and timely resolution of IT issues across the organization. You will be responsible for managing service desk operations, driving improvements, and ensuring a high level of customer satisfaction. Leadership role with responsibility for the IT support function.
What you'll do
- Manage the service desk team, ensuring timely and accurate resolution of IT support tickets
- Develop and implement strategies to improve service desk performance, reducing resolution times and improving user satisfaction
- Oversee the development and updating of the service desk knowledge base, standard operating procedures, and best practices
- Serve as the escalation point for critical incidents, ensuring prompt resolution and coordination with other IT teams
- Monitor team performance and ensure continuous professional development for service desk staff
What you need
- ITIL
- Networking
- Terraform
- SOP writing