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| Manager / Senior Manager IT Service Desk (10+ Yrs) |
 13th Aug 2012 |
 iimiitjobs |
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| | | Job ID : 1254 | Experience :- 10 -
Location :- Bangalore
Company :- GAMA Management Consultancy
Manager / Senior Manager, IT Service Desk
Location: Bangalore
Responsibilities and Key Result Areas:
The business is growing rapidly and for this they need of a Senior Manager, IT Service Desk. This is a management level position responsible for the day to day leadership of incident tracking and problem resolution. This position is responsible for managing a team of IT Support Specialists, supporting end users with technical issues, providing general technical support services. The position will also be responsible for implementing ITIL and service desk best practices and procedures and will have a significant role in deploying new service desk toolsets and process automation.
Responsibilities:
• Lead the design and implementation of new service desk capabilities and best practices'
• Define and review reports to ensure all services are completely and successfully delivered
• Proactively intervene to correct problems when they are encountered. Use metrics to improve processes
• Work effectively with other managers and outsourcing provider(s) to ensure incidents & service requests reported by end users are resolved and/or delivered effectively and efficiently on a global basis
• Ensure a thorough analysis of service results, and respond to any escalated service delivery issues
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Represents technology in key incident and change management processes including but not limited to RCA, post mortem analysis and change review
• Establish and maintain a service oriented culture in the help desk and continually evolve the organization to support the needs of end users and customers
• Ensure timeliness and quality of support
• Analyzes support performance and resolution documentation
• Escalates issues when necessary
• Establishes and monitors performance metrics and indicators to gauge health of IT services
Qualifications:
• Proven experience in implementing and supporting help desk tools
• Excellent interpersonal and communications skills with keen attention to detail
• Ability to multi task, self-manage and prioritize multiple tasks in a high-pressure environment
• Strong understanding of infrastructure design and support concepts
• Solid understanding of enterprise level Service Desk ticketing tools
• Large enterprise service desk management experience , supporting 15,000+ end users on a global footprint
• Proven experience in implementing and supporting help desk tools and Knowledge base
• Fundamental knowledge of industry best practices and standards for IT incident, change and problem management
Education:
• Bachelor’s Degree in Computer Science or related field (Required)
• ITIL Certification (Preferred)
Experience:
• 10+ years of working technology experience
• 5 + years leading an IT 24 X 7 service desk team
Demonstrated skills and special abilities:
• Citrix and other VDI technologies
• Cloud Technologies
• VMware
• Multiple hardware platforms, including IBM Mainframe and iSeries, Oracle/Sun, Dell Servers, UCS, EMC storage
• Ability to manage multiple, global cross-functional activities
• Global LAN/WAN Network architecture design and administration
• VOIP/SIP knowledge and design
Sent your CV to jobs@gamaindia.in
Thanks & Regards
Mohan Pandalai
Key Skills :- ITIL Citrix VDL ,
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