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IT Service Desk Manager

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.


    • 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

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