Service Desk Manager Job at 360 Resourcing Solutions (Vadodara)

Service Desk Manager

360 Resourcing Solutions

Location:
India , Vadodara

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications. PMC’s growth and strategy demand a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from store into head-office. The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs). This role reports to the Head of Service Desk.

Job Responsibility:

Day to day management of IT Staff and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs
Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with seasonable ticket volumes
Responsible for successfully setting up a technical training function within Managed Services
Develop, implement, and manage Service Desk standards and operating procedures
Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
Accountable for appraisals being conducted for all team members by your respective team leaders
Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director on a daily, weekly and monthly basis as required
Train, coach and mentor your direct reports and other service desk members including the creation of career development plans
Manage staff recruitment, new starter procedures and staff retention
Be part of the steering team to build functionality and administer the Service Desk toolset (ITSM)
Identify and manage Service Improvement opportunities
Drive cross pillar Problem management through RCA, plan and implement Change using a best practice approach reducing incident volumes
Contribute to service-related Change Advisory Bureau (CAB) meetings
Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs
Ensure relevant SLAs are in place, managed, monitored and reported on and communicated to customers
Work with the Head of Service Desk to ensure that the Major Incident Management procedures have been identified, documented and maintained
Support and assist the SDM team as required
Periodically attend customer meetings supporting the Service Delivery function
Periodically attend site to support and actively drive project and transactional activity
Ensure that your teams comply to ISO standards as they are implemented
Be a component of internal and external incident escalation and drive a high level of focus to restore systems and functionality to an operational status as well as customer satisfaction

Requirements:

Extensive Service Desk Management in a Managed Service environment working to ITIL methodology
Excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise
Excellent interpersonal skills and the ability to work both independently and as part of a team
Excellent written and verbal communication skills
Excellent people management skills
Ability to lead and motivate a highly productive Service Desk team in a pressurised environment
Experience transforming immature service desk functions, to maturity (processes & people)
Very strong stakeholder management and communication skills

Additional Information:

Job Posted:
January 21, 2026

Employment Type:

Fulltime

Work Type:

On-site work

360 Resourcing Solutions - All Job Offers

Job Link Share: