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    • Manager – Global Service Desk - Gurugram, Gurugram - Genpact

    Genpact
    Genpact Gurugram, Gurugram

    2 weeks ago

    Genpact background
    Description

    Job Description

    Role Overview

    We are seeking a highly skilled Global Service Desk Manager with strong technical expertise to lead and manage our worldwide IT service desk operations.

    Key Responsibilities:

    • Service Desk Management:
      • Collaborate on policies and standard operating procedures with IT Managers
      • Oversee and manage global IT service desk operations, ensuring timely and efficient resolution of IT issues
      • Analyze performance of Service Desk activities to identify any problem areas
      • Appraise Service Desk Analysts performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
      • Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams
      • Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
      • Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
      • Build operational capability
      • Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
    • Continuous Improvement & Strategy:
      • Analyze service desk performance metrics to identify areas for improvement
      • Drive IT service management (ITSM) best practices to enhance efficiency and user experience
      • Work closely with business stakeholders to align IT support with organizational goals
    • Stakeholder & Vendor Management:
      • Act as the primary point of contact for service-related escalations and executive reporting
      • Maintain strong relationships with internal departments, IT teams, and external vendors

    Requirements:

    • Education: Bachelor’s or Master’s degree in IT, Computer Science, or a related field
    • Experience: Relevant years of experience in IT support and leadership role managing a global service desk
    • Technical Skills: Strong understanding of IT infrastructure, security, and enterprise applications
    • Certifications (Preferred): ITIL, PMP, Microsoft, Cisco
    • Tools & Platforms: Experience with ITSM tools (ServiceNow, BMC Remedy etc.), remote support tools, and automation platforms
    • Excellent leadership, communication, and problem-solving abilities
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