XO team is hiring a
Service Desk Manager

Summary

The job is for a Service Desk Manager based in Hyderabad, India. The role involves managing the activities of the service desk team, ensuring full utilization of resources, improving productivity, maintaining awareness of outstanding issues, performing customer follow-up, and more. Requirements include 10+ years of IT/MSP experience, professional IT certifications, strong organizational skills, leadership skills, excellent communication skills in English, and knowledge of industry applications.

Requirements

• 10+ years of experience of IT/MSP experience, with ticketing system
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skills in strategic planning with an ability to think ahead and make long-term plans
• Strong leadership skills and getting results with a strong customer orientation
• Understanding of support tools, techniques, and how technology is used to provide services
• Excellent communication skills in English, both written and oral

Responsibilities

• Manage service desk team members and their overall daily activities
• Manage the dispatch process of service requests to ensure full utilization of resources
• Improve usage of Support resources and increase the productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary
• Perform customer follow-up to verify final resolution and determine satisfaction level
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients
• Understand overall service desk objectives, as well as the role and function of each team member
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
• Assist the service desk team in design and development tasks
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production