Service Desk Manager

General Description

• SLA & KPI Management - To ensure all SLA and KPI for the project is been over and above achieved
• Client Management- To ensure right communicating is been liaised with clients
• Team Management - Team building and handling skills and also act as a bridge between the leadership and team members
• Training - Standard technical and cust excellence training material to be implemented and followed
• Transition - Due diligence and coordinate wit the transition team for proper implementation of the process
• Quality Management - To ensure the teams quality standard are always met with the required standards
• Automation - Process improvement and automation opportunity to be explored and implemented
• Budgeting - Revenue and cost optimization for the project needs to be adhered

• Disciplined, systematic problem solving skills required.
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• ITSM ticketing tools such as ServiceNow, JIRA, Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),
• VPN and remote dial-in users

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology

• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
• Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience

Relavant: 5-6 years of Track Lead experience

• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred

• Bachelors / Masters / Equivalent