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 devel

📌 SERVICE DESK MANAGER (Guadalajara)
🏢 Wipro
📍 Guadalajara