Associate Director - Service Desk Manager

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.

Responsibilities

• Oversee day-to-day operations of the Service Desk to ensure efficient handling of calls, emails, and tickets from end users across various departments.
• Manage and optimize workflows and processes to handle a high call volume while maintaining service quality.
• Ensure timely and accurate ticket resolution and escalate issues as needed to maintain customer satisfaction and adherence to SLAs.
• Lead, mentor, and develop a team of Service Desk Analysts, including hiring, training, and performance management.
• Foster a positive and productive work environment focused on continuous improvement and excellent customer service.
• Coordinate with other managers and departments to ensure resources are allocated effectively, balancing workloads and coverage.
• Monitor service desk performance against key performance indicators (KPIs) and SLAs, ensuring compliance with established targets.
• Generate regular reports on team performance, incident resolution times, call volumes, and other relevant metrics.
• Identify trends and areas for improvement, proactively implementing solutions to optimize service quality and efficiency.
• Implement and maintain best practices for incident and problem management in line with ITIL frameworks.
• Ensure that incidents are logged, categorized, and prioritized correctly, and that problems are escalated when necessary.
• Work closely with technical teams to analyze recurring issues and develop permanent resolutions to improve service reliability.
• Serve as a point of escalation for critical incidents and maintain regular communication with key stakeholders regarding service desk performance.
• Collaborate with other departments to align service desk support with business goals and improve user experience.
• Manage customer feedback and implement changes to enhance satisfaction.
• Develop and implement strategies to improve service desk processes and support efficiency.
• Stay current with industry trends and technologies to identify opportunities for improvement.
• Leverage automation tools where possible to improve response and resolution times.
• Manage the service desk budget, including staffing, technology, and other resources.
• Forecast resource needs based on projected call volumes and trends to maintain service levels during peak periods.

Requirements

• Bachelor's degree in IT, Business Administration, or a related field; ITIL certification preferred.
• 5+ years of experience managing a high-volume service desk, preferably in a large organization with multiple departments.
• Strong leadership, communication, and interpersonal skills, with a proven ability to motivate and manage a team.
• Demonstrated experience in managing SLAs and performance metrics, with a track record of meeting or exceeding targets.
• Familiarity with IT service management tools and incident management software (e.g., ServiceNow, BMC Remedy).
• Excellent problem-solving and decision-making skills, with the ability to handle high-stress situations effectively.

Benefits

• $150K to $175K Gross (includes base + bonuses)
• Nagarro Benefits