IT Service Desk Manager
- Replicon
- 4 - 8 years
- Kolkata
- 11 months ago
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Job Description
The IT Service Desk Manager is responsible for managing a team of IT support professionals and ensuring that they provide exceptional hazel-free customer service to end-users. They will oversee the daily operations of the IT service desk, ensuring that incidents and requests are handled efficiently and effectively. The IT Service Desk Manager will work closely with the IT Leaders to develop and implement IT service management strategies and ensure that the service desk team meets or exceeds agreed-upon performance metrics.
Replicon is seeking a IT Service Desk Manager who will lead the company s service desk team and support in
- Manage IT Help Desk Operations
- Oversee Asset Management and Inventory
- Helpdesk Team Supervision
- Manage large IT projects and rolling out IT infrastructures
- Data backup and system security operations
- Perform Risk Assessment and recommend appropriate controls
Open to work in Global North American working hours .
We have:
- An innovative, market-leading enterprise solution with a growing customer base
- An exciting, nurturing culture that rewards a determined attitude of getting things done and problems solved
- Clear goals with an opportunity to learn new things and explore a variety of avenues.
- Smart, well-connected global teams that work like a family with the sole aim to delight customers
- An open-minded approach to continuous improvement of people, product and processes
You have:
- Bachelor of Computer Science, Management Information Systems or equivalent degree, with preference for additional business education
- At least 5 years of experience in IT service desk management
- ITIL Foundation certification or equivalent
- Strong leadership and management skills
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Knowledge of IT service management tools, such as JIRA, ServiceNow or Remedy
- Knowledge of IT infrastructure, including servers, networks, and desktops
- Solid understanding and competency with Microsoft tools, ie. WSUS, ADFS, DFS, AD, group policies, etc
- Ability to work under pressure and meet tight deadlines
- Strong knowledge of IT policies, procedures, and best practices
- Ability to prioritize tasks and delegate responsibilities
- Experience managing relationships with third-party vendors and service providers
- Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies
What you ll do:
- Manage and mentor a team of IT support professionals, including hiring, training, and scheduling
- Serve as a change leader; innovate and instil in your team an appreciation for thinking outside of the box, questioning the status quo, and striving to find efficiencies
- Ensure that the IT service desk team provides exceptional customer service to end-users, handling incidents and requests in a timely and efficient manner
- Develop and implement IT service management strategies to improve service quality, increase efficiency, and reduce costs
- Develop and implement processes and procedures to ensure incidents and requests are handled according to established standards and best practices
- Monitor and report on service desk performance metrics, including response times, resolution times, and customer satisfaction
- Work closely with other IT teams to ensure that incidents and requests are resolved in a timely and effective manner
- Develop and maintain knowledge management systems to ensure that service desk staff has access to the information they need to resolve incidents and requests
- Ensure that the IT service desk team adheres to all relevant policies and procedures, including security and data privacy policies
- Manage relationships with third-party vendors and service providers to ensure that service level agreements are met
- Be part of all L3 escalations teams
- Oversee Asset Management and Inventory
- Oversee data backup and system security operations
- Be part of IT Security as a dynamic member who will make provisions and ensure IT Security of the company. Assist in reviewing vulnerability data from multiple sources across multiple technologies and a changing environment including infrastructure and applications to determine risk rating of vulnerabilities to business assets
- Perform Risk Assessment and recommend appropriate controls
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services
Employement Type: Full time
Education
Under Graduation: B.Sc in ChemistryPost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: RepliconLocation(s): Kolkata
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Keyskills: Helpdesk Risk assessment Scheduling Customer service Asset management microsoft Continuous improvement Service quality Operations
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Replicon Software (India) Pvt Ltd Replicon is the leading provider of cloud time tracking applications. We provide unprecedented visibility into time, resource, and project data along with embedded reporting for real-time analytics. Replicon helps customers reduce compliance risk, keep costs dow...
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