Global Service Desk Manager
- IntouchCX
- 7 - 10 years
- Hyderabad
- 10 months ago
- Email to a friend
- Report this job
Job Description
About the Role:
We are hiring a Global Service Desk Manager to lead our 24/7 IT Service Desk operations across multiple regions. In this role, youll manage daily support activities, ensure timely resolution of issues, monitor team performance, and deliver exceptional service to internal users and business teams.
Key Responsibilities:
- Manage a 24/7 Global Service Desk team providing phone, email, and chat support.
- Monitor daily operations and ensure adherence to SLAs and quality standards.
- Oversee ticket queues, escalations, and team scheduling.
- Analyze trends, improve processes, and drive service improvements.
- Provide regular performance reports and insights to leadership.
- Mentor and guide team leads and agents to achieve career and performance goals.
- Act as a point of contact for escalations and cross-functional coordination.
- Collaborate with internal departments to ensure smooth service delivery.
- Drive continuous improvement through feedback, coaching, and training.
Requirements:
- Bachelors degree in a technical field or equivalent experience.
- 12+ years of experience in IT service management.
- 5+ years of experience managing IT Help Desk or Service Desk operations.
- Strong knowledge of ITIL V3/V4 (Certification preferred).
- Excellent troubleshooting and problem-solving skills.
- Great communication and leadership abilities.
- Hands-on experience with IT infrastructure, tools, and reporting.
- Ability to manage teams, metrics, and projects across time zones.
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Asset ManagementEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: Global Service Desk Technical Support Management IT Service Desk Management IT Help Desk Operations IT Infrastructure Support
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in