Sr Subject Matter Expert (Support&Ops)

Job Summary

Job Description: Global Service Desk Operations Manager Role Overview

Service Desk Operations Manager is responsible for overseeing the delivery, performance, and continuous improvement of IT service desk operations. This role ensures high-quality end-user support, efficient incident and request management, and alignment with business objectives and IT service management (ITSM) best practices.

--- Key Responsibilities1. Service Desk Operations Management

• Lead and manage global service desk teams

• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).

• Oversee incident, request, and escalation handling in line with SLAs/OLAs.

• Ensure consistent service delivery standards across all locations.

2. Service Delivery & Performance

• Monitor and improve key performance metrics such as:

• First Call Resolution (FCR)

• Voice of Customer (VOC)

• SLA compliance

• Identify trends, recurring issues, and opportunities for optimization.

• Drive service improvement initiatives and automation.

3. Stakeholder Management

• Act as the primary point of contact for business stakeholders and IT leadership.

• Conduct regular service review meetings with internal and external customers.

• Collaborate with infrastructure, application, and vendor teams.

4. Team Leadership & Development

• Lead, mentor, and develop service desk managers, supervisors, and analysts.

• Manage workforce planning, capacity planning, and scheduling.

• Conduct performance evaluations and training programs.

• Foster a strong customer-centric culture.

5. Tools & Technology Management

• Oversee ITSM tools (e.g., Service Now, Remedy, Jira Service Management).

• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.

• Ensure system availability, reporting accuracy, and tool optimization.

6. Reporting & Analytics

• Prepare and present executive dashboards and reports.

• Analyze data for service improvements and decision-making.

• Provide insights into service desk health and performance.

7. Continuous Improvement

• Identify opportunities for cost optimization and operational efficiency.

• Implement automation, shift-left strategies, and digital transformation initiatives.

• Benchmark against industry standards and best practices.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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