Service Desk Manager
100% Onsite at Santa Clara
No H1B
Need -
Minimum 8 years of experience in management positions at Fortune 500 companies
Professional background in Bay Area companies, particularly in the semiconductor industry
Career progression from Service Desk agent to management roles
Demonstrated success implementing AIOps and automation solutions in Service Desk operations
Experience in Power BI and ServiceNow hands on exposure dashboard
Key Responsibilities:
Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.
Operational Leadership: Oversee all aspects of service desk operations, including incident management, request fulfillment and escalations. Ensure consistent adherence to operational standards and processes.
Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.
Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.
Incident Management: Ensure that critical incidents are resolved promptly, and root causes are identified and addressed. Lead efforts to minimize recurring issues and improve system stability.
Team Development & Leadership: Lead, motivate, and mentor a high-performing service desk team. Foster a collaborative environment focused on excellence, customer satisfaction, and ongoing skill development.
Escalation Point: Act as the point of contact for any escalated issues and work to resolve problems at the earliest possible stage.
Reporting & Metrics: Define and track key performance indicators (KPIs) for service desk operations. Provide accurate and timely reports to management and the client, ensuring transparency and accountability.
Skills & Qualifications:
Proven Experience: At least 10 years of experience in service management and service desk operations. Previous experience in a leadership role is essential.
Automation Capabilities: Strong understanding and experience with automation tools (e.g., ITSM tools like ServiceNow, or scripting languages) to enhance service desk efficiency and service delivery.
Service Management Frameworks: In-depth knowledge of ITIL (Information Technology Infrastructure Library) best practices and principles, with relevant certifications preferred (e.g., ITIL v4 Foundation).
Excellent Communication Skills: Strong verbal and written communication skills with the ability to communicate effectively with clients, senior management, and technical teams.
Problem-Solving & Critical Thinking: Strong problem-solving skills with the ability to analyze complex situations and devise practical, timely solutions.
Customer-Centric Approach: A deep commitment to ensuring customer satisfaction and delivering high-quality service.
Leadership & Team Management: Proven ability to lead, manage, and motivate cross-functional teams in a high-pressure environment.
1. Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.
2. Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.
3. Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.
Need -
Minimum 10 years of experience in management positions at Fortune 500 companies
Professional background in Bay Area companies, particularly in the semiconductor industry
Career progression from Service Desk agent to management roles
Demonstrated success implementing AIOps and automation solutions in Service Desk operations
Experience in Power BI and ServiceNow hands on exposure dashboard
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