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    Service Desk Manager - Bangalore, India - RapidBraiins

    RapidBraiins
    RapidBraiins Bangalore, India

    4 days ago

    Default job background
    permanent Technology / Internet
    Description

    Responsibilities:
    Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.

    • Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.
    • Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.
    • Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
    • Monitor service desk performance metrics and generate reports for management review.
    • Collaborate with other IT teams to escalate and resolve complex technical issues.
    • Maintain knowledge base and documentation for common user issues and resolutions.
    • Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement.
    • Stay updated with industry trends and best practices in service desk management and IT support.

    Requirements:
    Bachelor's degree in Information Technology, Computer Science, or related field.

    • 56 years of experience in service desk management or IT support roles.
    • Proven experience in managing a team of service desk technicians.
    • Strong understanding of ITIL framework and service management principles.
    • Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.
    • Experience with service desk ticketing systems and ITSM tools.
    • Knowledge of incident management, problem management, and change management processes.
    • Ability to prioritize and manage multiple tasks in a fastpaced environment.
    • Leadership qualities with a focus on teamwork and collaboration.

    Technical Skills:
    Service Desk Management ITIL Framework Incident Management Problem Management Change Management Service Desk Ticketing Systems ITSM Tools Customer Relationship Management Leadership and Team Management

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