- The person to be hired for this role will be responsible to supervise the centralized IT ServiceDesk function in the organization. Candidate will be responsible to implement and maintain the - ServiceDesk-Best Practices- to deliver high quality of customer service and to meet or exceed the prescribed Service Level Agreements.
- Candidate will be a Shift Supervisor and required to manage the ServiceDesk BAU which includes processes, people, communication and some level of technical guidance to the team as and when needed. The Candidate should have the experience in working with global IT Teams. Candidate is expected to be capable of managing 24X7 support and should be flexible to work in any shift.
- Candidate is expected to manage 3-4 people in his direct supervision and will be required to manage their rosters, performance monitoring, career planning, goal setting, motivation and other support. Candidate should have a good understanding of Incident, Service Request, Problem, Change Management.
Person should be handling team and should be ITIL certified.