FAQs
What is the location for the Operations Manager - Service Desk position?
The position is located in Pune.
What is the job type for this role?
The job type is full-time.
Is there a requirement to work on weekends?
Yes, candidates must be flexible to work on Saturdays as part of an 8 x 6 day schedule.
What are the primary responsibilities of the Operations Manager - Service Desk?
The primary responsibilities include overseeing EUS IT operations, monitoring KPIs, managing the service desk team, ensuring customer satisfaction, driving process improvements, and reporting on service desk performance.
What qualifications are required for this position?
A bachelor’s degree in information technology, Computer Science, or a related field is required, along with 7+ years of experience in a service desk or IT support role, and at least 3+ years in a supervisory or managerial position.
What IT service management frameworks should candidates be familiar with?
Candidates should have a strong understanding of IT service management (ITSM) frameworks such as ITIL.
What tools and systems should candidates be familiar with?
Familiarity with service desk tools and ticketing systems such as ServiceNow, Jira, or Zendesk is required.
Is team management a part of the Operations Manager's responsibilities?
Yes, the Operations Manager will lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.
How does the company ensure a high level of customer satisfaction?
The company adopts a customer-centric culture, analyzes customer feedback, and acts as an escalation point for complex issues to maintain a professional relationship with key stakeholders.
What kind of reports will the Operations Manager be responsible for?
The Operations Manager will prepare and present regular reports on service desk performance, trends, areas for improvement, and recommendations for optimizing service delivery and operational efficiency.
What opportunities for process improvement exists in this role?
The Operations Manager is responsible for reviewing and improving service desk processes, developing documentation for service desk procedures, and collaborating with IT and business teams to ensure compliance with SLAs.