Senior Manager - Service Desk Operations - Bangalore/Mysore
Location: Mysore
• Experience: Senior Level
• Openings: 1
Job description
Lead end-to-end service desk operations across multiple geographies.
Drive performance and operational efficiency through robust incident, request, and escalation management.
Establish and monitor KPIs, SLAs, and CSAT targets, ensuring adherence and continuous improvement.
Implement ITIL best practices for service management, including incident, problem, and change management.
Govern vendor/partner performance and contractual service delivery in managed service models.
Conduct root cause analysis and trend reviews for recurring issues and drive permanent fixes.
Define and run shift rosters, workforce planning, and capacity forecasting.