Department Description:

Service Desk is a key customer facing function and serves as the main interface between IT and customersboth Internal and External This functions key objective is to be the first point of contact for the customers for all IT related queriesIncidents problems and service requests This function receives the callsemails regarding queries related to IT services and provide the resolution or escalate them to the next level This unit will also create and update the information in the service management tool and do the necessary followups and tracking with respect to monitoring of customer calls responses and resolutions This unit will also communicate regularly with customers to keep them informed on status of IT service queries and ensure these are resolved and closed in a timely and efficient manner

Brief Description:

The service desk manager is accountable for ensuring that all the Service Desk tasks are completed to a high standard of quality and that management reporting is achieved The service desk manager is also accountable for creating and publishing the shift roster identifying organizing the service desk teams training needs optimally using the knowledge base thereby ensuring the efficient service to customers within the agreed SLAs and OLAs

Detailed Description:

The service desk manager is accountable for ensuring that all the Service Desk tasks are completed to a high standard of quality and that management reporting is achieved The service desk manager is also accountable for creating and publishing the shift roster identifying organizing the service desk teams training needs optimally using the knowledge base thereby ensuring the efficient service to customers within the agreed SLAs and OLAs

Job Requirements:

Manage and coordinate urgent and sensitive support issues Act as an escalation point for all service requests and incidents Develop and mature the escalation processes to ensure free flowing escalation and information within the organization Determine the root causes of the issues and communicate to internal and external customers as appropriate

Train coach and mentor the service desk staff including career development as needed Schedule the employees working times providing backup support Organize trainings for the service desk staff as appropriate

Provide data and reporting of the KPIs and trends to the senior management Drive ticket deep dive and develop strategies for improvement Develop service desk as the single source of service delivery channel for stakeholders Monitor and manage phone queue participate in escalated calls

Oversee the Service Knowledge management systemSKMS to ensure quality solutions are available to the staff Develop service and business level agreements to set expectations and measure performance Develop an effective and workable framework for managing and improving customer IT support in the organization

Manage the process for communicating outage emergency activities to the stakeholders Issue the VoC surveys and take corrective measures for continuous improvements

Additional Details:

Technical Knowledge Operational Procedures Specialist Expertise Communication

Ability to prepare management reporting and service improvement programs related to incident management

Ability to communicate with senior management of IT and bank for critical incident escalation

Manage large team of individuals and ensure consistent quality from them

Full understanding of ITIL processes such as incident problem asset management and applications to support the same through service management tool

Technical and Functional

Managerial and Leadership

Action Orientation Analytical Thinking Information Seeking Customer Service Orientation Team Leadership passion for quality

10 years experience in IT industry with hands of experience in managing the IT services 2 years experience in banking industry

IT based degree university degree or equivalent work experience required* *

ITIL V3 Expert or Intermediate

ITIL Intermediate in Service Operations ITIL Foundation

Qualifications AS Mentioned in the JD