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Service Desk Manager
Ref No.: 19-00174
Location: Cary, North Carolina
Position:- EUC(End User Computing) Service Desk Manager
Location:- Cary,NC

Relevant Experience:-
  • Should have total 10 years of relevant experience in Infrastructure and 5+ experience in similar role
  • Should understand industry standard process and procedures to run a Remote offshore delivery center
  • Should have experience in handling global customers – communication must be at its best – both spoken and written.
  • Core competency and Experience in Service desk and Remote Desktop Support, Global Account management
  • Expansion of services to fill all gamut's of infrastructure
  • Focus on project opportunities and transformation initiatives
  • ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines
  • Automation in service delivery – Encourage automation in service delivery to improve response and service
  • Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services
  • Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization
  • Utilization – Manage the optimal utilization of resources and man power to deliver the agreed services to customer
  • Billing – Ensure prompt billing/ invoices reaches customer as agreed upon and ensure timing collection from them
  • Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer
  • Conduct regular in-depth service and process audits. Ensure the project team fully aligns to the audit requirements and be following HCL's directions. Conduct internal audit review and assist in the external audit process and procedures.
  • Employee retention, motivation and training - Responsible for resource intake, plan necessary training, resource rotation, motivation. Attrition to be controlled within the baselines allocated. Optimization of resource utilization through de-skilling and up skilling as necessary
  • Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Value add to customer-YOY by working closely with the Transformation and Consulting group for:
  1. Architecture gap assessment studies
  2. Implementation of new technologies
  3. Consolidation/virtualization opportunities
  4. Reduce business impact of outages
  5. Cost savings through better solutions
  6. Enhance operational efficiencies
  • Be a business partner to customer to understand the business process and needs and provide service as needed.
  • Work towards a WIN- WIN situation
  • Overall SLA management – Operation interaction with technologies Lead / Service Owner
  • Overall Customer Satisfaction – Ensure we score high marks in the CSAT conducted
  • Overall employee satisfaction
  • Flexible and Willing to work in 24 * 7 environment support
  • Experience on Data Center technologies and services is an added advantage
  • Manage the P & L of the project and ensure we achieve / over achieve the allocated revenue targets and profit margin and control the cost as per the plan.
If you have any queries, you can reach out to Steve - 7603074259 or Raj - 7603074256