Sr. Service Desk Manager

ROLE PURPOSE

• Responsible for Service Desk delivery across multiple locations (If applicable) to ensure all Metrics are measured and adhered to. Owner of key measurements, Service levels, and critical deliverables for SD services.

Main responsibilities include the below task but are not limited to

• Performance of delivery centers. Adherence to standards, measurement, and reporting of metrics.
• Overall responsibility for processes, escalations, knowledge management within the DC
• New transitions and integration with the current teams.
• Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions.
• Operations reporting and governance meetings.

Major activities:

• Manages all activities in the Delivery Centers
• Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned

• Supports delivery head with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports the role of WFM – Workforce Management)
• Ensures process changes are implemented
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery centers
• Performs reviews on the aging of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions on the DC level
• Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises the performance of the team and is responsible for their qualification
• Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call