Mphasis - End User Support Services Role - Service Desk

Role: Leader - End User Support Services - Service Desk

As the Leader for End User Support Services - Service Desk Operations, you are accountable for services delivered by the Service Operations 1st and 2nd Line teams. You are expected to provide both leadership and people management to all members of the team. Lead continuous improvements and integration between the other technology towers and the business. A Strategic leader that continuously looking for opportunities to improve operations and decrease costs.

Location: Pune

Role accountabilities:

Leadership and Management:

- Enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets.

- Highlight areas for potential cost savings and for increasing profitability whilst building the profile and standing of the team operation.

- Take direct responsibility for leadership of team managers and team leaders

Service Delivery:

- Build a strategy for the Global Service Operations Team

- Act as a centre of excellence for all support activities, ensuring support is delivered to the highest standards, within budget, in accordance with all appropriate procedures/ regulations

Operational Excellence:

- Ensure that targets are exceeded, and operating level agreements are adhered to

- Be a champion for customer satisfaction raising awareness within the technology towers and following up on all complaints from users

Supplier and External Engagement:

- Pro-actively engage with internal and external customers and suppliers to develop a clear understanding of their requirements necessary for continual improvement of the Service Desk team.

Key Knowledge Points:

- Service Desk / ITIL processes

- The use and management of service desk systems

- Knowledge of service desk performance reporting techniques including the production of dashboards and presentation of information to different service line stakeholders.

- Demonstrates high level of initiative; problem solving and organizational agility

Qualifications & Experience:

Required Qualifications:

- Degree

- Experience leading and growing a Global Service Operations team

- ITIL qualification at least at a foundation level.

- Management skills to successfully perform the planning, directing, reporting and administrative responsibilities of this position.

Preferred Qualifications :

- Lean & Six Sigma Certification

- Agile Foundation

- ITIL Managing Professional certification