Job Title: Service Delivery Manager  Work Experience: 10-17 years  JOB DESCRIPTION:  - The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.  Essential Duties and Responsibilities:  - Manage the service desk team’s daily activities  - Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team  - Manage the dispatch process of service requests to ensure full utilization of technical resources  - Improve usage of IT Support resources and increase productivity of the team. Ensuring 75% utilization from the service team.   - Communicate with all parties in a constructive manner to guarantee customer expectations are met. Regular follow up with clients to ensure the highest possible customer satisfaction.   - Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.  - Perform customer follow-up to verify final resolution and determine satisfaction level  - Interface with appropriate technical personnel for customer problems that cannot be resolved effectively  - Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements  - Understand overall service desk objectives, as well as the role and function of each team member  - Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests  - Assist the service desk team in design and development tasks  - Contribute to the continuity of computer services by providing the necessary technical leadership  - Drive problem investigations and resolution as required  - Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production  - Design and maintain process documentation for the service desk team  - Manage the process of implementing change efficiently and effectively  - Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices  Additional Duties and Responsibilities:  - Reviewing timesheets and expense reports of the service team  - Identify areas for improvement and make constructive suggestions for change  - Continually seek opportunities to increase customer satisfaction and deepen customer relationships  - Escalate service desk issues as required  - Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions  - Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.  - Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals  - Develop in-depth knowledge of the service catalog and how it relates to customer’s needs  - Involvement in the design and building of new services  - Conduct performance evaluations and mentor those with less experience  - Develop training programs to develop and refine the skills of the service desk team  - Facilitate regular service desk team meetings and service board reviews  - Document internal processes and procedures related to duties and responsibilities  - Responsible for entering time and expenses in ConnectWise as it occurs  - Review and approve the service desk team’s time and expenses sheets in ConnectWise  - Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University  - Enter all work as activities, service tickets, or project tickets into ConnectWise  - Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.  - Providing management oversight and personnel duties of the service team  CANDIDATE PROFILE:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  - Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP  - Knowledge and experience in cross-functional management methods and techniques  - Knowledge of IT applications, processes, software, and equipment  - Strong organizational, presentation, and customer service skills  - Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span  - Skill in planning and preparing written communications  - Skill in leading people and getting results with a strong customer orientation  - Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care  - Ability to multi-task and adapt to changes quickly  - Ability to work in a team and communicate effectively  - Service awareness of all organization’s key IT services for which support is being provided  - Understanding of support tools, techniques, and how technology is used to provide IT services  - Typing skills to ensure quick and accurate entry of service request details  - Self-motivated with the ability to work in a fast moving environment  Ruchy Dev Human Resources 0172-6501348

Chandigarh

Service Delivery Manager - IT Support/Helpdesk 

Service Delivery Manager - IT Support/Helpdesk  ,Job Description for Service Delivery Manager - IT Support/Helpdesk  in ITBD in  Chandigarh for (10-17) years of experience. Apply Now!

Job Description for Service Delivery Manager - IT Support/Helpdesk  in ITBD in  Chandigarh for (10-17) years of experience. Apply Now!