IT Service Desk Technical Manager

• 6 - 12 Years
• Chennai

Job Description:

• Monitor and assist service desk team members with incident resolution.
• Define Critical Success Factors, Process Metrics and KPIs and analyze information to make recommendations for process improvement.
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
• Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. May recommend, plan and/or implement employee training and skill development activities.
• Audit, maintain and ensure employee time-keeping and absentee records are accurate.
• Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
• Manage resources to optimize equipment, facilities, employees, methods and materials.
• Collaborate with process owners and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Continuously work to improve service and efficiency through the use and assessment of better tools and processes
• Seek to improve the team’s productivity by assessing existing processes and developing new processes and procedures in conjunction with industry best practices.
• Review and approve knowledge base articles authored by the team to Improve future resolution of incidents.
• Responsible for key processes such as Incident Management, Reporting, On-call and ITSM platform development and enhancement
• Responsible for key process Management vision, strategy, design, implementation, and associated data maintenance processes. This includes discovery and service mapping strategies and processes.
• Ensure key process strategic alignment and process health in order to support Ashley’s business and IT goals.
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs around key processes.
• Embrace change, communicate effectively, and handle other essential tasks assigned
• Research and propose process, policy or technology recommendations to align with developed vision, road map, maturity model and strategy.
• Assist users in the resolution of problems related to systems operations; provide problem information to necessary IT department for root cause analysis and problem resolution.
• Cordially and professionally interact with customers, vendors, superiors, peers and others to resolve ticket escalations for incidents.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• 6 years’ experience providing technical support in a corporate environment, Required
• 2-3 years process ownership in Incident, Major incident, on-call and reporting
• Experience supporting PCs running Windows and Mac OS