Optalon HR Consultant Pvt Ltd

IT Service Desk Manager

This position requires a strategic leader with strong technical acumen, exceptional communication skills, and a proven track record in managing service delivery in a multinational environment.


Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent and high-quality global service delivery.
Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring key performance indicators for continuous improvement, and ensuring timely incident resolution & request fulfillment in accordance with service level agreements (SLAs).

Support the strategic management of the IT budget, optimizing resources for maximum efficiency, and actively contribute to organizational objectives through participation in strategic planning.

Provide day to day oversight of global IT Service Desk and ensure a consistent end-user experience and maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization.
Lead change by collaborating with cross-functional teams to identify opportunities that improve security, unlock productivity, and accelerate execution and oversee workflow or projects involving the IT Service Desk team.

Drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation.

Oversee and lead the development, execution, and continuous improvement of employee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the ServiceDesk team to enhance individual and collective professional growth.

Job Category: Admin
Job Type: Full Time
Job Location: Chennai
Country: India

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