Service Desk Manager

Role purpose:

The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured

and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

Main responsibilities:

Performance of a single delivery center. Adherence to standards, measurement and reporting of

metrics.

Overall responsibility for processes, escalations, knowledge management within the DC

New transitions and integration with the current teams. Knowledge acquisition, completion of

documentation, management of infrastructure requirements, and all requirements that are

associated with the new transitions. Operations reporting and governance meetings.

Major activities:

• Manages all activities in the Delivery center

• Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes

sure they are aligned

• Supports Global Service Desk Manager with resource demand and capacity for a delivery

center and activities to meet the demand and deliver required capacity (supports role of

WFM – Workforce Management)

• Ensures process changes are implemented

• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the

SLAs.

• Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the

delivery center

• Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team

Leads.

• Reviews escalations and implements corrective and preventive actions on DC level

• Initiates and manage against the Service Improvement Plan (SIP) and Continuous

Improvement Plan (CIP)

• Supervises performance of the team and is responsible for their qualification

• Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting,

and the SD Monthly Call (SDMC)