Track Lead - Process Management, ServiceNow
HCLTech
Date: 7 hours ago
City: Nagpur, Maharashtra
Contract type: Full time
Nagpur, Maharashtra
Job Summary
Job Summary : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Key Responsibilities
Job Responsibilities : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Skill Requirements
Skill Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Other Requirements
Other Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Key Sourcing Information :
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Job Summary
Job Summary : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Key Responsibilities
Job Responsibilities : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Skill Requirements
Skill Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Other Requirements
Other Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Key Sourcing Information :
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