Service Desk Manager Jobs at IFS in Kolkata, West Bengal, India

The Service Desk you will lead encompasses a dedicated Call Center and will fulfil the following obligations:

·       Clarify the issue with the customer;

·       provide a first-contact resolution wherever possible;

·       own and manage each case, keeping on top of it and ensuring that resolver groups working on resolution through subordinate work items are engaged and making progress in reasonable and timely manner;

·       provide a regular cadence of proactive updates in clear English language;

·       respond to customer requests and queries;

·       effectively manage customer expectations;

·       set the organizational standard for customer engagement; and

·       serve as a communication channel between customers, partners and the wider IFS organization

Essential duties and accountabilities

As Service Desk Manager you will be responsible for managing the daily operations of the service desk, managing its team, representing the team to stakeholders, and helping to ensure that the service desk is constantly developed and improved.  To meet these diverse demands, you will have:

·      The ability to coach, train, develop and lead a cohesive team across physical and virtual environments;

·      the knowledge and experience to implement relevant performance metrics and Objectives and Key Results (OKRs) and conduct regular performance assessments, sharing results from service and operation performance perspectives;

·      critical thinking about service desk systems and the motivation to adjust consistently as needed;

·      the foundation to act as an escalation point and develop team members to make well-informed judgements on their own;

·      a strong ability to coordinate and manage all relevant stakeholders including customers, partners and other teams that are involved in or impacting upon service desk operations;

·      the ability to balance and plan the short-term actions of the team;

·      a continuous interest to keep abreast of industry trends and practices that allows you to effectively lead the strategic vision and long-term direction of the service desk;

·      the commitment to ensure that all processes used by the service desk are thoroughly documented and continually improved;

·      a hunger to market and promote the service desk, advocating the necessary resources, support, and recognition to ensure that it is properly viewed as a core business asset; and

·      a proven ability to manage time effectively while setting the tone of the team through role modelling and leadership.

Required education & experience:

·         At least two years’ experience as a manager in enterprise or cloud service delivery is essential

·         ITIL v3/4 certification is essential

·         Experience using ServiceNow or competing product operated to ITIL convention is also essential

Proven experience of successfully implementing and growing a service desk is highly desirable and will work in your favour

Overall required competence:

·         fluent interpersonal and communication skills in the English language;

·         the ability to work well with others regardless of function or seniority;

·         accepting of responsibility, accountability, and ownership;

·         commitment to deadlines;

·         a strong ability to be pragmatic, structured, forward-thinking, and dependable;

·         calmness under pressure;

·         leading by example and setting the tone;

·         understanding other parties’ needs and balancing stakeholders;

·         managing own time, and that of a team, efficiently and effectively;

·         ability to bring teams and individuals together to achieve common goals and motivate work in international, multi-discipline, cross-functional teams;

·         flexibility to work to deadlines and needs of the role;

·         problem-solving skills and the ability to change approach based on information gathered during the process;

·         ability to steer and motivate a team of individuals to deliver, both when working physically together and remotely;

·         strong organizational skills and ability to multi-task; and

·         a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy