ServiceDesk Operation Manager

Infosys is seeking a ServiceDesk Operation Manager for Helpdesk Support Team. In the role of Helpdesk Operations Manager, you will be a technology professional and interface with key stakeholders to apply your technical proficiency across various aspects of Helpdesk Support spectrum.

Required Qualifications:

• Candidate must be located within commuting distance of Columbus, OH or be willing to relocate to these areas. 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 7 years of experience in Information Technology.
• At least 6 years of experience in Service Desk Setup- Design and implement the service desk infrastructure, including selecting tools, defining processes, and establishing workflows.
• Recruit, train, and manage a team of service desk analysts to provide effective and efficient support.
• Develop and oversee the incident management process, ensuring timely resolution of issues and adherence to SLAs.
• Establish and manage the service request process, ensuring requests are fulfilled accurately and promptly.
• Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions.
• Ensure a high level of customer satisfaction by maintaining effective communication and resolving issues promptly.
• Continuously evaluate and improve service desk processes and procedures to enhance efficiency and effectiveness.
• Develop and implement training programs for service desk staff to ensure they have the necessary skills and knowledge.
• Work closely with other IT teams and departments to ensure seamless service delivery and support.
• Create and maintain accurate and up-to-date documentation of service desk processes, procedures, and knowledge base articles.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• All applicants authorized to work in the United States are encouraged to apply.

• ITIL Foundation certification is preferred.
• Proficiency in IT service management tools and software.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Experience in project management and change management.
• Experience and desire to work in a Global delivery environment.