Service Desk Team Manager

The Service Desk Team Manager is responsible for leading, motivating, and developing a team of ITIL Process Controllers, Service Desk Experts, and Service Desk Agents to ensure the effective delivery of Incident Management and Request for Service (RFS / Standard Change) in accordance with agreed Service Level Agreements (SLAs).

The role holder ensures high-quality service delivery, operational excellence, customer satisfaction, and continuous improvement while acting as a key escalation point for customers and stakeholders.

Work Experience: 8 – 10 years

Work Location: Pune

Must Have Skills

• Strong ITIL knowledge and practical application
• User recovery and customer recovery management
• SLA management and operational metrics reporting
• People management and team development
• Stakeholder and customer relationship manage...