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14 Dibber Jobs
Global Service Desk Lead (GSD Lead)
Dibber
posted 13hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Do you dream of a job where you have every opportunity to develop and grow both professionally and personally while doing the world s most important job
Welcome to Dibber!!
Dibber is a global family-owned early childhood education group from the Nordics developing and running over 500 ECD centers and schools in 10 countries and growing strongly. Now it s time to start our journey in India.
We develop and manage world-class Early Childhood Development (ECD) centers. The purpose - to make all children experience and believe they are valuable - is what brings us to work every day. We create experiences for children and their parents or guardians which have a positive impact on their lives. We continuously develop pedagogy, curriculum and concepts designed with holistic child development at heart.
Dibber Pedagogy focuses on creating a learning environment for children to develop lifelong learning competencies built on attitudes, knowledge, and skills and to help them succeed in their future education, work, and life. Through every layer of the Dibber Childhood (our pedagogical framework), each child in our preschool goes on a magical learning journey.
Our Dibber Heart Culture provides a warm and inclusive atmosphere - for children and employees. We care about each other. We treat others with the kindness and respect we wish to receive. We create positive experiences, and we invest our hearts in what we do and in relationships with each other.
Are you passionate about people, a leader with a warm heart and a great communicatorWould you like to help us get a successful start in India and set the foundation for our future growthThen this job is for you.
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About the role:
The Global Service Desk Lead is responsible for overseeing the efficient and effective operation of the companys global service desk. This role includes managing service desk staff, ensuring excellent customer service, maintaining service levels, and driving continuous improvement in processes and performance. The ideal candidate will have a strong background in IT service management, ITIL Framework, excellent communication skills, and a commitment to delivering high-quality service.
Job responsibilities:
The position requires frequent interaction with employees, customers, technicians, analysts, and specialists to troubleshoot problems related to the use of single and/or multiple information systems.
Work may include the creation, installation, and modification of solutions and documentation. Demonstrated ability to work independently and complete assigned project responsibilities under limited supervision.
Key Responsibilities:
Service Delivery:
Lead and manage the global service desk team, including recruitment, training, performance evaluation, and development.
Establish and maintain a positive, customer-focused service culture.
Set clear objectives and conduct regular performance reviews.
Ensure the service desk operates efficiently and meets or exceeds established service levels and KPIs.
Oversee the handling, tracking, and resolution of incidents and service requests.
Implement and maintain ITIL-based processes and best practices.
Process Improvement:
Identify opportunities for process improvements and implement changes to enhance service quality and efficiency.
Monitor and analyze service desk performance metrics to drive continuous improvement.
Develop and maintain service desk documentation, including procedures, policies, and training materials.
Customer Satisfaction:
Ensure high levels of customer satisfaction by monitoring feedback and resolving issues promptly.
Foster strong relationships with stakeholders and act as a point of escalation for service desk issues.
Conduct regular customer satisfaction surveys and implement improvement plans based on feedback.
Technology and Tools:
Oversee the implementation and maintenance of service desk tools and technologies.
Ensure the service desk is leveraging the latest technology to improve service delivery and efficiency.
Collaborate with IT teams to ensure seamless integration and support of global IT services.
Compliance and Security:
Ensure the service desk adheres to company policies, industry standards, and regulatory requirements.
Implement and maintain security best practices to protect company data and assets.
Qualifications and Requirements:
Education: Bachelor s Degree and above in IT or a related field.
Advanced relevant certifications e.g., ISO 27001 LA, CEH, CISSP, CISM, CRISC is a plus.
Experience: Minimum 8+ Years experience in the same domain
Excellent communication and interpersonal skills.
Ability to collaborate with technical and non-technical stakeholders.
Up-to-date knowledge of emerging threats and security technologies.
Should be open to work from the office as per the below shifts, three days a week.
This position may require occasional travel to other company locations.
Must be available to provide support outside of regular business hours as needed.
Work Location: Bangalore
City: Bengaluru
Location:
Employment Type: Full Time, Permanent
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based on 10 employees
Flexible timing
Monday to Friday
Within country
Day Shift
Dibber Benefits
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