Global Service Desk Manager - Hyderabad @ 24-7 Intouch

The Service Desk Manager (SDM) is a critical role for the Global Service Desk team for 24-7 Intouch, and they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

The ideal candidate will wear many hats - from managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed in a timely manner, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements.

As Global Service Desk Manager, You Will

• Manage the day to day operations of the 24/7 Global Service Desk team - working across multiple geographical locations providing phone, email, and live chat support in line with the agreed Service Level Agreements
• Serve as the service-desk liaison to major business-impacting initiatives
• Manage service delivery best practices and client expectations
• Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents
• Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnouts
• Develop Service Level Agreements to set expectations and measure performance of the Global Service Desk team
• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
• Owner of key measurements and service levels for Global Service Desk services
• Responsible for ensuring all KPIs and metrics are measured and adhered
• Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed
• Deep dive into processes to identify gaps and develop strategies for improvement
• Responsible for mentoring and coaching of the Global Service Desk leads and teams with their individual career plans
• Focused on delivery and able to direct their team to deliver Service Level Agreements that enable the business to meet its objectives
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges
• Conduct annual performance evaluations for all direct reports
• Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues
• Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements
• Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health
• Review teams performance regularly and provide necessary feedback and guidance for improvements