Description:
We are seeking a highly motivated and detail-oriented Service Desk Manager to join our team in Chennai. The ideal candidate will have a strong background in shipping domain, service desk, overseeing incident management and escalations, as well as excellent leadership skills and a keen attention to detail
What will make you successful:
- 5+ years of experience in a Service Desk or Technical Support role, with at least 2 years in a leadership or management capacity.
- Strong knowledge and practical experience with ITIL service management processes, specifically in incident management, problem management, and change management
- Proven experience in managing and improving First Contact Resolution (FCR) and driving team performance in service desk operations
- Experience handling escalations and ensuring proper resolution paths are followed in high-pressure situations
- Excellent leadership skills, with experience in coaching and mentoring support teams to improve both technical capabilities and customer service skills
- Strong customer-focused mindset, with experience working closely with customer success teams to drive positive outcomes for customers
- Excellent problem-solving and decision-making skills
- Strong communication skills, both written and verbal, with the ability to interact with customers and internal teams effectively
- Experience in maritime technology or applications is a strong advantage
EDUCATION QUALIFICATION
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- ITIL certification is required (Foundation or higher)
- Additional certifications in customer service or IT service management are a plus
How you will contribute:
- Manage Service Desk Operations: Lead and oversee the Level 1 support team, ensuring prompt and effective handling of all incoming incidents and service requests
- Incident Management: Ensure the team follows ITIL-aligned processes for logging, prioritizing, and resolving incidents within agreed SLA times
- Escalation Handling: Manage escalations from the service desk to higher-level support or engineering teams, ensuring effective communication and swift resolution of critical issues
- First Contact Resolution (FCR): Monitor and drive improvements in the team’s ability to resolve issues at first contact, reducing escalations and improving customer satisfaction
- Team Coaching and Development: Provide ongoing coaching and development for service desk agents, focusing on improving technical skills, service quality, and customer interaction
- ITIL Service Operations: Ensure the team follows best practices for service management according to ITIL frameworks, including change management, problem management, and incident management
- Customer Success Focus: Collaborate with customer success teams to ensure alignment between customer support and broader customer success goals, improving customer retention and satisfaction
- Customer Reports: Review and provide updated information to the customers based on their past requirements
- Performance Monitoring: Track and report on key performance indicators (KPIs) such as ticket response times, resolution rates, FCR, and customer satisfaction scores
- Continuous Improvement: Identify areas for improvement in service desk processes and implement initiatives to optimize performance and enhance customer experience
- Stakeholder Communication: Maintain strong communication with internal stakeholders (product teams, engineering, customer success) to ensure timely resolution of issues and to relay customer feedback for product improvements
- Change Management: Review all changes and releases and ensure timely follow-up with the account manager for proper communication with the customer
- Problem Management: Analyze recurring incidents and service requests, providing a detailed explanation of why they occurred and the solutions implemented. This will support the identification of root causes and help implement permanent fixes
Solverminds is a leading global technology company providing enterprise resource management solutions, consulting and data analytics services to a maritime industry where business meets the technology. The vision of the company is to develop a “Truly” integrated Enterprise Application Suite for the liner shipping company. Deeper domain expertise and advanced technology platforms offer a complete range of technology products for liner operations management, ship management, agency management, and advanced analytics.
Solverminds is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
COVID-19: The health & safety of our team, candidates, and our community are very important to us. Please note, only those applicants with relevant industry experience will be contacted with their application.