ServiceDesk

Role & responsibilities

Service Desk Operations

Lead and manage the Service Desk team providing L1 and L1.5 support.

Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.

Monitor service queues, ticket volumes, backlog, and aging incidents.

Manage major incident communications and escalations.

Coordinate with L2/L3 support teams for issue resolution.

Ensure adherence to operational processes and support standards.

Provide 24x7 operational governance and service oversight.

Incident & Request Management

Drive Incident, Request, and Problem Management processes.

Conduct incident trend analysis and identify improvement opportunities.

Facilitate major incident reviews and root cause discussions.

Ensure proper ticket categorization, prioritization, and documentation.

Team Leadership

Manage daily operations of Service Desk Analysts.

Conduct performance reviews and coaching sessions.

Develop training plans and knowledge-sharing initiatives.

Mentor team members and support career development.

Ensure resource planning, shift scheduling, and coverage management.

Stakeholder & Customer Management

Act as primary point of contact for client stakeholders.

Conduct service review meetings and operational governance discussions.

Provide regular service reporting and performance dashboards.

Drive customer satisfaction and continuous service improvement initiatives.

Process & Service Improvement

Implement ITIL best practices across Service Desk operations.

Develop and maintain standard operating procedures (SOPs).

Drive Knowledge Base (KB) creation and maintenance.

Monitor service trends and recommend proactive improvements.

Reporting & Governance

Prepare weekly and monthly operational reports.

Track SLA/KPI performance metrics.

Present operational insights to management and customers.

Support audits, compliance, and governance requirements.

Preferred candidate profile

Desired Competencies (Technical/Behavioral Competency)

• IT Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Governance
• Team Management
• Stakeholder Management
• Customer Engagement
• Escalation Management
• Excel Reporting
• Dashboard Creation
• SLA/KPI Tracking