Lead Service Desk Manager
2 days ago
We are seeking a seasoned Senior Operations Manager to lead our service desk team in an exciting opportunity.
- The ideal candidate will have at least 4-5 years of experience as an operations manager with expertise in handling help desk/service desk operations, driving process efficiency and reducing operational costs.
- A minimum of 6 years of experience in BPO/BPM is required, along with managerial leadership experience and a strong background in service management.
- Preference will be given to ITIL-certified candidates with a proven track record in service desk management, ensuring seamless delivery models.
Key Responsibilities:
- Develop strategic plans, identify resources, and coordinate infrastructure and technology requirements with the transition team to deliver on target business objectives.
- Provide input from an operations perspective to finalize process definition and documentation, ensuring alignment with organizational goals.
- Plan and monitor resource deployment, ensuring budget compliance and maximizing ROI.
- Coordinate training and certification methodologies to ensure proper skilling and upskilling of team members.
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