Job Description

ServiceDesk Manager

Role

• 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 improvementsli