Global Service Desk Manager - Mohali - EXO @ Exo Edge India Llp

EXO Edge is looking for an experienced Service Desk Manager to lead a 24x7 IT helpdesk team providing L1/L2/L3 support consistently across the organization. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

In your journey at EXO Edge, you will be:

Primarily focused on:

• Ensuring smooth IT support operations

• Contributing to help desk policies, procedures and ensure their implementation

• Enrichment of IT support knowledge base and training

Fulfilling the below roles and responsibilities:

• Manage 24x7 global service desk team providing phone, email, and live chat support in line with the agreed SLAs

• Monitors metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents

• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality

• Measure, monitor, and strive to improve upon the agreed operational SLAs with the client keeping a close eye on customer feedback

• Manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts

• Identify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as per individual, and business requirements

• Maintain knowledge articles for commonly requested information and suggest improvement based on user feedback

• Mentor individuals/teams to address development needs

Bringing in the below education and experience:

• Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience

• 8+ years of team management experience in a global IT Help Desk, managing technical teams supporting phone, email, and live chat support

Technically sound in:

• Ticketing Tools: ServiceNow, Zendesk, etc.

• Property Management systems: Yardi, Entrata, and RealPage

• IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)

• Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI

• Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.