Wipro Limited is a leading technology services and consulting company. We help clients realize their boldest ambitions and build future-ready, sustainable businesses.
Job Title:
Service Desk Manager
Responsibilities
Manage end-to-end Service Desk operations for a delivery center
Ensure adherence to SLAs, KPIs, and service quality targets
Oversee incident, request, and escalation handling
Own service performance metrics (AHT, SLA, CSAT, backlog, etc.)
Drive reporting cadence (daily / weekly / monthly governance reviews)
Review ticket aging, backlog trends, and improvement actions
Manage Team Leads and large service desk teams
Monitor performance and drive productivity improvements
Engage with customers for service reviews and escalations
Ensure customer satisfaction and transparency in operations
Implement ITIL-based processes and governance
Drive SIP (Service Improvement Plan) and CIP initiatives
Identify automation and...