Subject Matter Expert (Support&Ops)
HCLTech
Job Summary
Service Desk Manager
Key Responsibilities
Ensure day-to-day service desk operations run smoothly Oversee incident, request, and escalation handling Monitor ticket queues, response times, and resolution quality Ensure 24/7 or business-hours coverage as required
Skill Requirements
Strong leadership and communication ITIL knowledge and ITSM expertise Customer service mindset Analytical and problem-solving ability Stakeholder and vendor management
Other Requirements
ITIL4
ob Summary: \\\\r\\\\nResponsible for managing daily IT service desk operations, leading support teams, ensuring SLA compliance, and delivering high‑quality customer support aligned with ITIL best practices.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\n\\\\r\\\\nManage day‑to‑day service desk operations (incidents, requests, escalations)\\\\r\\\\nLead, coach, and manage service desk analysts and shift schedules\\\\r\\\\nMonitor SLAs, KPIs, and service performance\\\\r\\\\nAct as escalation point for major incidents\\\\r\\\\nDrive continuous improvement, automation, and self‑service\\\\r\\\\nManage ITSM tools and knowledge base\\\\r\\\\nCommunicate with business stakeholders and handle customer escalations\\\\r\\\\nPrepare operational and management reports
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