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Manager, Service Desk Manager, Service Desk
3-7 years
Mumbai
1 vacancy
Manager, Service Desk Manager, Service Desk
MUFG Pension & Market Services
posted 18d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
The Manager, Service Desk will lead a 24x7 IT Service Desk Team that addresses our internal customers. The individual will be responsible for embedding the incident management processes, ITIL and service related processes alongside providing best practices of service management in Service Desk, providing first and second line support for the broad range of systems and technologies.
Key Accountabilities and main responsibilities
Strategic Focus
- Develop and be responsible for ensuring that Service Desk services are consistently well delivered in the most cost effective way, utilising technologies appropriately.
- Be responsible for ensuring that all customer incidents and service requests are logged, progressed, tracked and concluded satisfactorily following the Service SLAs.
- Oversee the handling of customer escalations and work on the feedback received from various surveys.
- Plan and monitor the delivery of Service Desk activities according to agreed targets and service levels. Review progress against agreed targets and take remedial action where appropriate.
Operational Management
- Analyse incident trends and metrics to identify areas for process improvement and risk mitigation.
- Develop and implement strategies to review the top incidents and plans to reduce it.
- Promote collaborative working within the Service Desk and across ITSM teams to continuously develop and improve operational processes and procedures.
- Be responsible for ensuring that SLA s and ITIL processes are implemented, communicated and continuously reviewed ensuring these are agreed and achieved.
- Provide and review management reports e.g. performance, service usage, customer engagement.
- Be responsible for ensuring that all policies, services and projects are delivered within the established SLA framework.
- Engage with team to develop high quality, innovative solutions for the services.
- Be responsible for ensuring that working practices and processes are documented and robust, and wherever possible standardised and repeatable to support the Service Desk team in their day to day activities.
- Lead the delivery of any projects as agreed on time, within budget and to the agreed specification and quality.
People Leadership
- Provide professional leadership and management to the Service Desk team, encouraging them to contribute to the Customer Service excellence.
- Build a strong and effective customer focused team and provide leadership that motivates staff, promotes performance improvements and enables Service Desk to deliver excellence.
- Responsible for ensuring that the Service Desk staff have the requisite knowledge to process customer incidents effectively.
- To keep abreast of new technology and to develop such skills as are required to remain effective in this role.
- Lead, motivate and manage all aspects of the work of the Service Desk team. This will include mentoring and developing staff thereby helping to ensure that staff are able to continue to contribute effectively.
- Help develop the skills of the Team through individual reviews (KRAs) and Individual development plans (IDPs).
- Mentor the Service Desk team, providing guidance and support in handling major incidents.
- Ensure the team adheres to best practices, policies, and procedures in incident management.
- Drive continuous improvement within the team, focusing on enhancing skills and capabilities.
- Build and maintain strong relationships with key stakeholders, ensuring their requirements and expectations are met during incidents.
Governance & Risk
- Ensure adherence to legal and regulatory requirements.
- Support MUFG PMS s assurance programs that deliver effective risk management and compliance practices.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- Minimum 10+ years experience with 8+ years of experience in IT service desk management.
- Minimum 4 years of team management experience of leading a Service Desk Team within a medium to large and complex user environment to achieve a high standard of service delivered.
- Strong experience of working within an ITIL aligned service desk team and adhering to processes and procedures to ensure consistently high quality services.
- Experience of developing quality procedures and to deliver a high quality service to customers.
- Proficiency in using incident management and IT service management (ITSM) tools (e.g., ServiceNow).
- Experience of staff management, including an ability to motivate staff and to work effectively in a team environment with colleagues from differing professional backgrounds.
Personal Attributes
- Excellent leadership and team management abilities.
- Excellent verbal and written communication skills, including the ability to communicate effectively at both strategic and operational levels.
- Strong communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
- Strong customer focus - demonstrating good listening techniques to gain a thorough understanding of customer needs, interpreting requirements accurately, to develop technical solutions and deliver a prompt and efficient service.
- Ability to remain calm under pressure and make quick, informed decisions in high-stress situations.
- Strong analytical and problem-solving skills.
- Strong stakeholder management and negotiation skills
Overview
The Manager, Service Desk will lead a 24x7 IT Service Desk Team that addresses our internal customers. The individual will be responsible for embedding the incident management processes, ITIL and service related processes alongside providing best practices of service management in Service Desk, providing first and second line support for the broad range of systems and technologies.
Key Accountabilities and main responsibilities
Strategic Focus
- Develop and be responsible for ensuring that Service Desk services are consistently well delivered in the most cost effective way, utilising technologies appropriately.
- Be responsible for ensuring that all customer incidents and service requests are logged, progressed, tracked and concluded satisfactorily following the Service SLAs.
- Oversee the handling of customer escalations and work on the feedback received from various surveys.
- Plan and monitor the delivery of Service Desk activities according to agreed targets and service levels. Review progress against agreed targets and take remedial action where appropriate.
Operational Management
- Analyse incident trends and metrics to identify areas for process improvement and risk mitigation.
- Develop and implement strategies to review the top incidents and plans to reduce it.
- Promote collaborative working within the Service Desk and across ITSM teams to continuously develop and improve operational processes and procedures.
- Be responsible for ensuring that SLA s and ITIL processes are implemented, communicated and continuously reviewed ensuring these are agreed and achieved.
- Provide and review management reports e.g. performance, service usage, customer engagement.
- Be responsible for ensuring that all policies, services and projects are delivered within the established SLA framework.
- Engage with team to develop high quality, innovative solutions for the services.
- Be responsible for ensuring that working practices and processes are documented and robust, and wherever possible standardised and repeatable to support the Service Desk team in their day to day activities.
- Lead the delivery of any projects as agreed on time, within budget and to the agreed specification and quality.
People Leadership
- Provide professional leadership and management to the Service Desk team, encouraging them to contribute to the Customer Service excellence.
- Build a strong and effective customer focused team and provide leadership that motivates staff, promotes performance improvements and enables Service Desk to deliver excellence.
- Responsible for ensuring that the Service Desk staff have the requisite knowledge to process customer incidents effectively.
- To keep abreast of new technology and to develop such skills as are required to remain effective in this role.
- Lead, motivate and manage all aspects of the work of the Service Desk team. This will include mentoring and developing staff thereby helping to ensure that staff are able to continue to contribute effectively.
- Help develop the skills of the Team through individual reviews (KRAs) and Individual development plans (IDPs).
- Mentor the Service Desk team, providing guidance and support in handling major incidents.
- Ensure the team adheres to best practices, policies, and procedures in incident management.
- Drive continuous improvement within the team, focusing on enhancing skills and capabilities.
- Build and maintain strong relationships with key stakeholders, ensuring their requirements and expectations are met during incidents.
Governance & Risk
- Ensure adherence to legal and regulatory requirements.
- Support MUFG PMS s assurance programs that deliver effective risk management and compliance practices.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- Minimum 10+ years experience with 8+ years of experience in IT service desk management.
- Minimum 4 years of team management experience of leading a Service Desk Team within a medium to large and complex user environment to achieve a high standard of service delivered.
- Strong experience of working within an ITIL aligned service desk team and adhering to processes and procedures to ensure consistently high quality services.
- Experience of developing quality procedures and to deliver a high quality service to customers.
- Proficiency in using incident management and IT service management (ITSM) tools (e.g., ServiceNow).
- Experience of staff management, including an ability to motivate staff and to work effectively in a team environment with colleagues from differing professional backgrounds.
Personal Attributes
- Excellent leadership and team management abilities.
- Excellent verbal and written communication skills, including the ability to communicate effectively at both strategic and operational levels.
- Strong communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
- Strong customer focus - demonstrating good listening techniques to gain a thorough understanding of customer needs, interpreting requirements accurately, to develop technical solutions and deliver a prompt and efficient service.
- Ability to remain calm under pressure and make quick, informed decisions in high-stress situations.
- Strong analytical and problem-solving skills.
- Strong stakeholder management and negotiation skills
Employment Type: Full Time, Permanent
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What MUFG Pension & Market Services employees are saying about work life
based on 12 employees
Flexible timing
Monday to Friday
No travel
Night Shift
MUFG Pension & Market Services Benefits
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