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Urgent! Service Desk Manager Job Opening In Chennai – Now Hiring HCLTech
Role: Service Desk Manager
Exp: 15+ years
Location: Chennai / Noida
JOB Description Service Desk Manager:
A Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring efficient and effective support to end-users, and aligning service delivery with business goals.
This role acts as the bridge between IT services and the business, ensuring high-quality support and continuous improvement.
Core Responsibilities
1.
Operational Leadership
Manage daily service desk operations and ensure timely resolution of incidents and service requests.
Monitor KPIs such as first-call resolution, response time, and ticket backlog.
Ensure compliance with ITIL practices and internal SLAs.
2.
Team Management
Lead and mentor service desk staff, including technicians and analysts.
Conduct performance evaluations and provide coaching and development opportunities.
Foster a collaborative and customer-focused team culture.
( Team Size *170 + ) ( Location – India & Mexico )
3.
Process & Quality Improvement
Develop and maintain service desk processes and documentation.
Conduct regular audits and assessments (e.g., SWOT, gap analysis) to identify improvement areas.
Promote continual service improvement initiatives.
4.
Stakeholder Communication
Serve as the primary liaison between the service desk, IT teams, and business stakeholders.
Communicate service performance and improvement plans to senior management.
Represent the service desk in cross-functional initiatives.
5.
Customer Experience
Ensure courteous, consistent, and jargon-free communication with users.
Take ownership of customer issues and ensure resolution within agreed timelines.
Promote the service desk as a core business asset.
Key Skills & Qualifications
Strong knowledge of ITSM tools (e.g., ServiceNow), Windows/macOS, networking, and cloud platforms (e.g., Microsoft 365, Azure).
ITIL v3/v4 Foundation certification preferred.
10+ years of experience in service desk or IT support roles, with at least 5 to 7 years in a leadership capacity.
Excellent communication, analytical, and problem-solving skills.
Ability to manage change, drive performance, and influence stakeholders.
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Unlock Your Service Desk Potential: Insight & Career Growth Guide
Real-time Service Desk Jobs Trends in Chennai, India (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Service Desk in Chennai, India using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 30662 jobs in India and 827 jobs in Chennai. This comprehensive analysis highlights market share and opportunities for professionals in Service Desk roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! HCLTech is currently hiring and seeking a Service Desk Manager to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Service Desk Manager Jobs Chennai.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at HCLTech adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Service Desk Manager Jobs India varies, but the pay scale is rated "Standard" in Chennai. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Service Desk Manager typically include It Services And It Consulting and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
To improve your chances of getting hired for Service Desk Manager, consider enhancing your skills. Check your CV/Résumé Score with our free Resume Scoring Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.
Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Service Desk Manager interview at HCLTech, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the HCLTech's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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