IT Service Desk Manager

Summary

Team Management Daily productivity, Availability, Leave approvals Ensure that we have min avail on each shift of APAC/EMEA & US as per SOW.
Regular GSD team huddle to discuss back logs, ageing & achieving the productivity.
Daily Report Monthly and Weekly reports & shift schedule.
Escalations handling from on-shore team.
Kanban Review meeting need to update the Jira stories & issues at Service Desk.
Weekly one-one cadence call with Onshore Managers
Monthly Team Leaves, Over Time, WFH report submission to HR for pay roll processing.
Feedback on Call & Ticket Auditing
MIM Teams meeting & MIM calls initiation in case of outages during their respective time zones.
Transitions, Bio IT Collaboration to understand any IT related issues with in R&D dept.
Global meeting with Onshore team across region to discuss on progress/area of improvement.
Identifying the Process improvements and bringing it to the notice of onshore team.

Employment Preferences

Expected Base Salary

*,*00,000 INR

Academic Degree

Experience

Skills

• IT Service Desk
• Customer Support
• Tech Support
• Service Now
• MS Office
• Active Directory
• People Management