Infosys is seeking a Service Desk Operations Manager. This role requires close partnership and collaboration with other Engineers and Subject Matter Experts.
Required Qualifications:
• Candidate must be located within commuting distance of Columbus, OH, or be willing to relocate to the area. This position may require travel in the US
• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• At least 11 years of Information Technology experience
• Minimum of 10 years of experience in IT service desk operations, with at least 4 years in a managerial role and experience in setting up a service desk.
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• Responsible for establishing and managing the IT service desk from the ground up.
• This role involves designing and implementing service desk processes, training staff, and ensuring the delivery of high-quality technical support to end-users.
• Play a crucial role in shaping the service desk's strategy and operations to meet the organization's needs.
• Key Responsibilities:
• Service Desk Setup: Design and implement the service desk infrastructure, including selecting tools, defining processes, and establishing workflows.
• Team Leadership: Recruit, train, and manage a team of service desk analysts to provide effective and efficient support.
• Incident Management: Develop and oversee the incident management process, ensuring timely resolution of issues and adherence to SLAs.
• Service Request Management: Establish and manage the service request process, ensuring requests are fulfilled accurately and promptly.
• Performance Monitoring: Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions.
• Customer Service: Ensure a high level of customer satisfaction by maintaining effective communication and resolving issues promptly.
• Process Improvement: Continuously evaluate and improve service desk processes and procedures to enhance efficiency and effectiveness.
• Training and Development: Develop and implement training programs for service desk staff to ensure they have the necessary skills and knowledge.
• Collaboration: Work closely with other IT teams and departments to ensure seamless service delivery and support.
• Documentation: Create and maintain accurate and up-to-date documentation of service desk processes, procedures, and knowledge base articles.
• Compliance: Ensure compliance with company policies, procedures, and regulatory requirements.
• All applicants authorized to work in the United States are encouraged to apply
Preferred Qualifications:
• Certifications: ITIL Foundation certification is an added advantage.
• Strong leadership and team management skills.
• Proficiency in IT service management tools and software.
• Strong problem-solving and analytical skills.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Experience in project management and change management.
• Experienced in performing Lead activities and working with clients directly
• Extraordinary Planning, Project Management, Coordination, and Analytical skills
• Hands-on experience in working in Global Delivery Model with onsite/offshore resources
• Exceptional Organizational Skills
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Solid attention to detail and excellent written and verbal communication skills are required
• Ability to work in team in diverse/ multiple stakeholder environment
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.