Associate Director - Service Desk Manager
Nagarro•New York City, NY
231d•$150,000 - $175,000
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About The Position
The Service Desk Manager is responsible for overseeing a large-scale service desk that handles an average of 40,000 calls monthly across multiple departments with strict service level agreements (SLAs). This role involves managing a team of Service Desk Analysts, Leads, and Managers while ensuring high-quality, efficient service delivery that aligns with organizational objectives and customer satisfaction standards. The ideal candidate will possess strong leadership skills, extensive experience in service desk operations, and a deep understanding of ITIL and incident management best practices.
