Information Technology Service Desk Manager

Job Description:

The service desk provides an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

The Manager - IT Global IT Service Desk End User Support, primary responsibility of this role would be to strategize, modernize and run the Synopsys service desk servicing 17000+ internal customers with 24*7 support model.

Key Roles & Responsibilities:
A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role. "Customer Obsession" would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.
Technical understanding of Service Desk, and associated Metrics, KPI and reporting. Ability to manage service desk using metric, KPIs and other indicators
Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary
Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved
Develop daily, weekly, and monthly reports on Service Desk team
As a Shift Lead, Manage and drive different enterprise level major incidents in partnership with multiple Synopsys Technology teams, Business partners and other Technology Vendor partners
Perform timely engagement and escalation to required technical teams and leadership
Ensure effective implementation of any changes to operational processes and procedures
Assist leadership with proactive alignment of any strategy, processes, tools /methods with all the stake holders to progress on our roadmap
Ability to upskill and develop team through regular mentoring, feedback and trainings Effectively managing, developing, and training the service desk team.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s.
Experience managing a 24*7 service desk is preferred.
Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
Proven track record of implementing a new age technology platform like AI/ML, chatbots, self help, KB platform etc.
Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
Communicate effectively at all levels - top leadership team in the company to individual employees

Bengaluru, KA, IN