Service Desk Operations Manager

hace 11 horas


Guadalajara, Jalisco, México Cognizant A tiempo completo
{"title": "Delivery Manager", "description": "

We're seeking a seasoned Delivery Manager to lead our Service Desk operations. As a key member of our team, you will be responsible for developing and implementing Service Desk operational best practices, ensuring high customer service standards, and driving process improvements to impact operational and financial effectiveness.

Key Responsibilities:

  • Develop objectives for day-to-day activities and conduct effective resource planning to maximize productivity.
  • Collect and analyze service desk statistics, including SLA trends, operational costs, and ticket/contact Pareto sales rates.
  • Attend and resolve project escalations, and implement process improvements projects.
  • Validate all project activities are aligned to the SOW, and interview and hire new team members.
  • Evaluate team performance using key metrics, such as FCR, FLR, AHT, ASA, ticket response/resolution times, and backlog.
  • Develop and implement Service Desk operational best practices, and develop new automation processes.
  • Responsible for having all project documentation according to business guidelines, and develop career plans to support agents.
  • Responsible for the mobility/growth of the team, and hire, coach, and provide training to personnel to maintain high customer service standards.
  • Develop team member agent profiles, and responsible for new scope or project transition and stabilization.
  • Inform operational results to senior management through executive reports.

Requirements:

  • 6+ years of experience leading Service Desk operations.
  • Advanced knowledge in Windows Front-End Environment (Win10, Mac), Ticketing System Tool (i.e., Service Now, BMC, etc.), and ITIL Framework (IM, SR, and PM).
  • Good knowledge in Servers and Networking, and strong knowledge with PC Hardware Structure Devices.
  • Strong follow-up skills (deliveries, calls back, escalation, RCA), and strong experience with operational risk management.
  • Advanced customer experience skills, and high capacity to analyze and synthesize.
  • Outstanding organizational and leadership skills with problem-solving ability, and outstanding communication and interpersonal skills.
  • English fluent.

About Cognizant:

Cognizant is a leading IT services provider, committed to respecting human rights and building a better future. We invest in people and their well-being, and create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

We offer a highly competitive benefits and salary package, and opportunities to work for leading global companies. Join us now and be part of a dynamic and growing environment.

", "lang_code": "en-US"}

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