Principal Consultant - Service Desk & Desk Site Support

Inviting applications for the role of Principal Consultant - Service Desk & Desk Site Support
We are looking for an experienced and highly motivated Manager to lead and manage our 24/7 IT Service Desk and Desk Site Support teams. The ideal candidate will have a proven track record of delivering high-quality IT services, ensuring client satisfaction, and achieving performance targets in alignment with Service Level Agreements (SLAs). This role involves overseeing both day-to-day operations and strategic initiatives to enhance service delivery, efficiency, and continuous improvement.

Responsibilities
Lead, manage, and oversee the 24/7 Service Desk and Desk Site Support operations, ensuring exceptional service delivery and timely resolution of IT incidents and service requests across various platforms.
Provide clear and timely communication to stakeholders regarding escalated incidents, resolutions, and root cause analyses (RCAs)
Collaborate with cross-functional IT teams, ensuring seamless collaboration for escalations, issue resolution, and continuous improvement initiatives.
Oversee and lead major IT transitions, business migrations, site consolidations, and ramp-up/down projects, ensuring smooth execution with minimal disruption.
Monitor and evaluate key performance indicators (KPIs) for service desk /Desk Site operations, using the data to implement improvements and optimize workflows.
Ensure strict adherence to SLAs, ensuring the timely escalation and resolution of
Foster a customer-focused culture within the service desk /Desk site team, ensuring the highest levels of client satisfaction and responsiveness.
Level 1, Level 2, and Level 3 incidents, minimizing business disruption.
Drive process improvements and operational excellence by identifying opportunities for optimization, automation, and streamlining of support workflows
Should have hands on experience in managing Site support teams
Working with internal team and various company activities
Conduct monthly review and annual appraisal
Work with LDT to drive Contniues service improvement
Responsible for handling escalations and respond in timely manner with detailed RCAs to stakeholders.
Responsible for identifying process improvement opportunities and drive lean/Six Sigma projects.
Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolutions.
Support New Transitions, Ramp Up s/Down s, Business migrations/Site Consolidations Projects.
Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.

Qualifications we seek in you
Minimum Qualifications / Skills
Graduate (Preferably in Computer Science, Information Systems, or related field)
Strong understanding of IT infrastructure and technologies
Understanding of Knowledge management framework

Preferred Qualifications/ Skills
Excellent communications (verbal and written) & presentation skills.
Knowledge of ITIL, incident, problem and change management.
Experience taking responsibility and ownership of stakeholders and projects.
Hand on experience Client Management and Reporting.
10+ years of experience in handling SD and Desk side operations.