Manager - Service Desk

Desired candidate profile

12 +
year’s experience in IT Infrastructure Services and Managed IT Services
handling large customers, in senior managerial positionExperience
in understanding IT needs of an organization and devising long term plans to
meet the business objectives.Good
planning/design & execution skillsExperience
in strong quality procedures, process & documentation methodologyIndependent
Project Management experience in handling multiple large scale projectsHave
handled large multi location technical teams Excellent
communication skills, inter personal skills, people/team management &
strong leadership skillsWide
exposure in customer interaction & ability to get into root cause analysis
self-motivated individual with exposure to IT Service management.Should be
well versed with Service Delivery, Service Support (ITIL framework)Good experience
in People Management, Client Management, and Service Management.Prior
experience of managing Global service desk / technical help desk.Should be
ready for 24*7 shifts

Job Description:

self-motivated individual with experience in providing strategic &
operational leadership to the IT delivery operations.Project Manager
will be responsible for overall delivery responsibility for an identified LOB,
Budget performance, Business alignment with organizational objectives, P&L
responsibility, Solution & Pre-sales support, Client Relationship
management, New capability development, Responsible for smooth and Efficient
Operations.Should be well
versed with Service Delivery, Service Support (ITIL framework / Foundation).Should have
experience managing the client relationship and managing deliverables under
high pressure and within deadlines.Responsibility for
delivery of all projects in terms of meeting the defined SLAs, Vendor
Management and 24x7 Operations ManagementOversees all project
execution activities such as planning, costing, delivery and post delivery
review to ensure that the Delivery Unit functions as a Profit Center Responsible for
Contribution Margin, Onsite-offshore ratios, revenue growth, revenue
recognition and leakage control, billing and utilization in line with
organizational goals. Responsible for
people development including ongoing training, skill building, deployment and
career growth