IT Service Desk Manager

Company: CYNET SYSTEMS
Location: Chattanooga
Posted on: January 27, 2023

Job Description:

• 
  
• Individuals in the Service Desk Governance role are responsible for managing day to day governance of Service desk operations.
  
• The resource is accountable for oversight of all onsite and offshore Service Desk resources and manages them to achieve Service Desk SLAs and KPIs.
  
• This role would act as a Single point of contact at client location for Service desk related tasks.
  
• The resource would also act as a counterpart for Offshore Service Desk Manager and would collaborate to ensure smooth Service desk operations.
  
  Responsibilities:
  
  
  • 
    
  • Single Leader for Service Desk operations governance.
    
  • Reporting head for Service Desk offshore and onshore team.
    
  • Act as a POC for clients for escalations and feedback in terms of Service Desk.
    
  • Lead Monthly Service Desk governance meetings.
    
  • Conducting daily, weekly and monthly connections with the client's Service Desk stakeholders.
    
  • Tracking daily, weekly and monthly statistics for Service Desk.
    
  • Roster/Shift Management.
    
  • SLA/KPI Management for Service Desk.
    
    Job Specifications:
    
    
    • 
      
    • Bachelors degree in computer science or Management, or equivalent relevant business experience.
      
    • Has 10+ years of related work experience.
      
    • Possesses Resource management skills.
      
    • Possess good communication skills.
      
    • Good understanding of IT Service Desk operations and support.
      
      

Keywords: CYNET SYSTEMS, Chattanooga , IT Service Desk Manager, IT / Software / Systems , Chattanooga, Tennessee