Job Description

Service Desk Manager

Role

Delivery & Operations
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
Act as escalation point for critical issues
Metrics & Governance
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
People Management
Manage Team Leads and large service desk teams
Monitor performance and drive productivity improvements
Conduct regular reviews, coaching, and skill development
Client Management
Process & Continuous Improvement
Transition & Transformation
Workforce & Capacity

͏

Do

To support the service desk agents in prompt delivery & customer service
Advise and collaborate with the agents on current issues and works toward the resolution of tickets




Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
Coordinate with other IT teams as appropriate for closure of any escalated ticket
Act as a liaison between Service Desk and other teams to ensure effective communication between teams
To provide liaison and governance at both internal & client levels
Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
Lead in the development of good customer service practices across the service desk
Produce statistics and management reports of the service desk to client & management
Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
Capacity planning and capability development
Conduct capacity planning exercise to provide nu

📌 SERVICE DESK MANAGER (Guadalajara)
🏢 Wipro
📍 Guadalajara