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IT Service Desk Team Manager
2 weeks ago
We are seeking an experienced IT Service Desk Team Manager to join our team at HCLTech. The successful candidate will be responsible for managing our first line technical service desk, responding to end-user incidents and queries via email and phone.
The ideal candidate will have a strong background in ITIL V2 or V3, specifically in Service Desk, Incident, Problem, and Change Management. They will also have hands-on experience with Windows Operating Systems, Active Directory, Exchange, and ITSM ticketing tools such as ServiceNow, JIRA, and Remedy.
Key Responsibilities- Manage the day-to-day operations of the service desk, ensuring that all incidents and requests are resolved promptly and efficiently.
- Develop and implement processes to improve the quality of service delivery and customer satisfaction.
- Provide coaching and training to help desk representatives and technicians to ensure they have the necessary skills and knowledge to resolve complex issues.
- Analyze escalations, develop root cause analysis (RCA) reports, and implement preventative solutions to minimize future occurrences.
- Ensure that all service desk activities are aligned with the company's business objectives and strategic plans.
