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IT Service Desk Manager

Company: HCL America Inc.
Location: Carmel
Posted on: January 17, 2020

Job Description:

Job- Service Desk ManagerLocation- Carmel, INGeneral SummaryIndividuals in the-- Service Desk Governance role are responsible for managing day to day governance of Service desk operationsThe resource is accountable for oversight of all onsite and offshore Service Desk resources and manage them to achieve Service Desk SLAs and KPIs.--He/She would act as a Single point of contact at client location for Service desk related tasks--The resource would also act as a counterpart for Offshore Service Desk Manager and would collaborate with him/her to ensure smooth Service desk operations.--Principal Duties and ResponsibilitiesSingle Leader for SD operations governance--Reporting head for SD offshore and onshore teamAct as a POC for client for escalations and feedback in terms if SDLead Monthly SD governance meetingsConducting daily, weekly and monthly connects with the Unum SD stakeholdersTracking daily, weekly and monthly statistics for Service DeskRoster/Shift ManagementSLA/KPI Management for Service DeskJob SpecificationsBachelor's degree in computer science or Management-- , or equivalent relevant business experienceHas Extensive experience in handling IT service desk preferably of an Insurance clientExperience in handling escalations and------Has 8+ years of related work experience.Possesses Resource management skillsPossess good communication skillsGood understanding of IT Service Desk operations and supportGood documentation skillsGood working knowledge of MS OFFICE--Should have a great customer handling skill#LI-PM1Skills: Service Desk, End user Computing, Desktop SupportExperience: 9+ years - provided by Dice

Keywords: HCL America Inc., Carmel , IT Service Desk Manager, IT / Software / Systems , Carmel, Indiana

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