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Position SaaS Service Desk Manager

3.00 to 5.00 Years   Pune   03 Dec, 2020
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk,Network / System Administration
EmploymentTypeFull-time

Job Description

Description and RequirementsFrom core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.Position SummaryAs the SaaS Service Desk Manager, you will report to the Director of the Global Contact Centre and lead a team of Service Desk Engineers in a fast-paced SaaS environment.The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.Our 24/7 service desk team are responsible for supporting Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management,Service Level Management, CMDB/Asset Management and Reporting business solutions.Key skillsThe ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.An ability to balance and plan the short-term actions of the team.Knowledge and understanding of all relevant industry standards.Knowledge and understanding of best practices for service management.Strong communication skills, including the ability to be influential and persuasive with stakeholders.An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.A complete understanding of the organization s business.An ability to think critically about systems and to adjust consistently as needed.The ability to manage time effectively while setting the tone of the team through modeling and leadership.Key responsibilitiesEffectively managing, developing, and training the service desk team.Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.Conducting and sharing results from service and operation performance reviews.Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.Being aware of and managing the costs of running the service desks.This list of key responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.Desired experience12(+) years of experience in a in a fast-paced SaaS environment.3+ years of successful direct people management experience.Can drive change and lead initiatives.Can innovate and drive improvements to production.Responsible for supporting Remedy and ITSM tools.Managing daily operations of a SaaS service team, representing and promoting the team to other stakeholders, and ensure that the team is constantly developing and improving.It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page .,

Keyskills :
service level managementservice request managementservice deskdrive changeservice leveldaily operationsstrategic visionchange managementcommercial modelsproblem managementincident management

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