Operations Manager - Service Desk

Nov 13

Applications are closed

Job
Full-time
Senior Level
IT & Cybersecurity
People, HR & Administration
Pune

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.
Proven experience managing a customer-facing service desk or IT support team.
Strong understanding of IT service management (ITSM) frameworks such as ITIL.
Excellent problem-solving and decision-making abilities.
Strong leadership, communication, and team management skills.
Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

Overall SPOC for Entire EUS operations.
Agreed KPIs fulfilment on coordination with Business and Internal team on completion.
Reporting Preparation and Review
Enablement of Training Session to repartees
Track all the Tickets in the Queue closely and ensure timely and right update of the Ticket statuses.
Collaborate with multiple support groups to achieve the resolution as soon as possible.
Focus on minimizing the business impact in parallel while working for the resolution.
Ensure Process adherence is achieved and there are no compliance issues.
Monitor and report on process performance to the Customer and Senior Management HP
Maintain effective communication with all key stakeholders, Senior Management, Customers, Users, and technical staff.
Being in Process and Service improvements in the Engagement as required
Review end user CSAT and initiate corrective actions as required.
Respond to Customer and Internal escalations and implement the suggested actions.
Ensure Ticket audit is done, and the corrective actions are taken.
Review ticket backlogs, tickets nearing missing the SLAs, tickets on hold for a long time.
Prepare the Trend reports to provide required inputs to Problem management practice.
Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements.
Being in Process and Service improvements in the Engagement as required Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues Ensure that service delivery takes place based on the Service level agreements.
Provide process consultation to the onsite and remote teams.
Ensure that quality is used as a tool to improve customer satisfaction and enhance service delivery.
Provide assistance to other team members by way of assisting them in solving challenging problems, sharing knowledge, and adhering to quality processes in ensuring team objectives are met.
Ability to drive people to ensure that project deliverables are met, and project time is maintained.
Responsible for generating analysis report and other such documents Establish and enhance relationship with customers/clients.
Monitor, Measure Report and Review on Process KPIs and SLAs against, CSAT, Complaint and Appreciations targets on a periodic basis with Customers
Exception reports and CAPA for SLA/KPI, CSAT and Complaint deviations
Maintenance the latest SOW/SLAs/Contract documents along with the Terms and Conditions
Ensure review of contracts at least annually against Business needs, targets, and agreements
Scheduling agreed review with all domains SPOC and tracking of MOM points.
Account Financials Aspects on agreed report sign-off
People Management & Delivery Assurance
Minimize manual efforts by automation.
Conduct & Manage yearly PAV & get signed off from customer.
Manage Compliance level for operation and drive till closure.
Manage & drive project related activities supporting to BAU operation.
Timely resource On-Boarding
EUS IT Operations: Oversee and manage daily operations of the service desk and other key support functions, ensuring efficient handling of all support requests.
Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.
Ensure proper escalation procedures are followed for critical issues.
Manage service desk ticketing systems and workflows for improved efficiency.
Team Management: Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.
Set clear goals and performance standards for team members, encouraging continuous improvement.
Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.
Coordinate staff schedules to provide adequate coverage during business hours.
Customer Satisfaction: Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.
Analyse customer feedback and service reports to identify areas for improvement.
Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.
Process Improvement: Review and improve service desk processes to align with ITIL or other service management frameworks.
Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.
Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.
Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.
Reporting and Analysis: Prepare and present regular reports on service desk performance, trends, and areas for improvement.
Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.
Track and analyse support tickets to identify recurring issues and implement preventative solutions.
Technology Management: Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.
Ensure all hardware, software, and network systems are well maintained and support the service desk’s activities.

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.

HP

Technology

Industry

10,001+

Employees

Mission & Purpose

Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it. Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so. We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.