VLink Inc
We are seeking a seasoned
Service Manager
Service Desk
to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive
Shift-Left
and
Shift-Right
initiatives, automation, and continuous improvement. The position also includes
Disaster Recovery (DR) planning and execution , major incident management, and cross-functional collaboration.
Key Responsibilities:
Governance & Compliance
Ensure Service Desk processes meet internal and external
audit requirements . Enforce
security, compliance , and data privacy standards across all Service Desk activities. Maintain
compliance reporting
and audit trails for ITSM processes.
People & Culture
Maintain
adequate staffing
for peak loads, holidays, and on-call rotations. Drive
continuous skill development
(technical and soft skills). Handle
performance management , including underperformance and disciplinary actions. Ensure
daily reporting and analysis
of past 24-hour performance. Forecast ticket volumes and plan resource capacity.
Technology & Innovation
Own
Service Desk tools , ticketing systems, and integrations. Call Management System:
Own and manage the call management platform, including configuration changes and enhancements. Identify and implement
automation/self-service opportunities . Lead
Shift-Left/Shift-Right initiatives
to reduce ticket volume and improve proactive support. Plan and coordinate
tool upgrades and integrations .
ITSM & Process Excellence
Drive
ITSM process governance
for Incident, Request, Problem, and Change Management. Conduct
regular reviews and improvements in Knowledge Management
processes. Analyze operational data and provide
recommendations for process improvement
and trend-based actions.
Business Continuity
Plan, execute, and document
DR drills ; initiate DR actions during outages. Act as
Incident Manager
during critical outages, including stakeholder communication. Drive
root cause analysis
and permanent fixes for recurring issues. Customer Experience Own
CSAT metrics
and remediation plans. Prepare and present
dashboards and service reviews
to leadership. Ensure proactive communication during major incidents and outages. Financial & Vendor Management Manage
Service Desk operational budget
and cost optimization. Govern
vendor SLAs, contracts, and performance reviews
(QBRs). Workplace Expectations Mandatory 5 days in office
presence. Available for
escalations during off-hours and weekends
when required. Strategic Alignment Drive
continuous improvement
and process maturity. Collaborate with
EUC, Security, Network, and Application teams
for seamless service delivery. Ensure
Service Desk readiness for change management and releases
impacting end-user services.
Qualifications Education:
Bachelors degree in IT or equivalent experience. Experience:1215 years
in IT with proven
Service Desk leadership
experience. Certifications:
ITIL preferred; Microsoft/VDI certifications a plus. Skills:
Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.
KPIs All contractual Service Desk SLAs including
First Contact Resolution (FCR) ,
Mean Time to Resolve (MTTR) ,
Customer Satisfaction (CSAT) ,
Abandon Rate , etc. Knowledge base utilization and improvement metrics. Compliance and audit readiness scores.
Service Manager
Service Desk
to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive
Shift-Left
and
Shift-Right
initiatives, automation, and continuous improvement. The position also includes
Disaster Recovery (DR) planning and execution , major incident management, and cross-functional collaboration.
Key Responsibilities:
Governance & Compliance
Ensure Service Desk processes meet internal and external
audit requirements . Enforce
security, compliance , and data privacy standards across all Service Desk activities. Maintain
compliance reporting
and audit trails for ITSM processes.
People & Culture
Maintain
adequate staffing
for peak loads, holidays, and on-call rotations. Drive
continuous skill development
(technical and soft skills). Handle
performance management , including underperformance and disciplinary actions. Ensure
daily reporting and analysis
of past 24-hour performance. Forecast ticket volumes and plan resource capacity.
Technology & Innovation
Own
Service Desk tools , ticketing systems, and integrations. Call Management System:
Own and manage the call management platform, including configuration changes and enhancements. Identify and implement
automation/self-service opportunities . Lead
Shift-Left/Shift-Right initiatives
to reduce ticket volume and improve proactive support. Plan and coordinate
tool upgrades and integrations .
ITSM & Process Excellence
Drive
ITSM process governance
for Incident, Request, Problem, and Change Management. Conduct
regular reviews and improvements in Knowledge Management
processes. Analyze operational data and provide
recommendations for process improvement
and trend-based actions.
Business Continuity
Plan, execute, and document
DR drills ; initiate DR actions during outages. Act as
Incident Manager
during critical outages, including stakeholder communication. Drive
root cause analysis
and permanent fixes for recurring issues. Customer Experience Own
CSAT metrics
and remediation plans. Prepare and present
dashboards and service reviews
to leadership. Ensure proactive communication during major incidents and outages. Financial & Vendor Management Manage
Service Desk operational budget
and cost optimization. Govern
vendor SLAs, contracts, and performance reviews
(QBRs). Workplace Expectations Mandatory 5 days in office
presence. Available for
escalations during off-hours and weekends
when required. Strategic Alignment Drive
continuous improvement
and process maturity. Collaborate with
EUC, Security, Network, and Application teams
for seamless service delivery. Ensure
Service Desk readiness for change management and releases
impacting end-user services.
Qualifications Education:
Bachelors degree in IT or equivalent experience. Experience:1215 years
in IT with proven
Service Desk leadership
experience. Certifications:
ITIL preferred; Microsoft/VDI certifications a plus. Skills:
Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.
KPIs All contractual Service Desk SLAs including
First Contact Resolution (FCR) ,
Mean Time to Resolve (MTTR) ,
Customer Satisfaction (CSAT) ,
Abandon Rate , etc. Knowledge base utilization and improvement metrics. Compliance and audit readiness scores.