Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Service Desk Manager

Role:

1. 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

2. 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

3. People Management
- Manage Team Leads and large service desk teams
- Monitor performance and drive productivity improvements
- Conduct regular reviews, coaching, and skill development

4. Client Management

5. Process & Continuous Improvement

6. Transition & Transformation

7. Workforce & Capacity

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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

📌 Service Desk Manager (Guadalajara)
🏢 Wipro
📍 Guadalajara