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Service Desk Manager Position in Chennai - HCLTech


Job description

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.

Required Skill Profession

Other General


  • Job Details

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Unlock Your Service Desk Potential: Insight & Career Growth Guide


Real-time Service Desk Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Service Desk in Chennai, India, highlighting market share and opportunities for professionals in Service Desk roles.

29832 Jobs in India
29832
784 Jobs in Chennai
784
Download Service Desk Jobs Trends in Chennai and India

Are You Looking for Service Desk Manager Job?

Great news! is currently hiring and seeking a Service Desk Manager to join their team. Feel free to download the job details.

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The Work Culture

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:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying India laws and regulations

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HCLTech interview tips for Service Desk Manager

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Other Openings

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