Job Description

Overall Service Desk Management Roles & Responsibilities (Including, but not limited to)

• Brings deep and current exposure (6-8+ years) of managing day-2-day Ops for a large IT Service Desk team comprising of L1, L1.5 and L2 technical associates/agents as well as Tech/Team Leads, Knowledge Analysts, Quality Analysts, Tech and Language trainers as well as Knowledge Management Analysts
• Overall Incident and Service Request management and ensure client expectations are either met or exceeded, constantly and bring overall IT Service Management exposure
• Handling major incidents by coordinating with multiple teams. Intermediate awareness of IT Infrastructure Management as well as technology stack within the space. Manage outage events proactively and lead from front while acting as a Priority Event Manager
• Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP, CCNP or CCNA certification would be desirable
• Adept at handling a team comprising L1/L1.5 & L2s team on floor as per needs. An ITIL qualification (ITIL V3 and Edition 4) is preferable
• Work with End User Computing Engineers to identify issues, attend and resolve as per user expectation as per the time zones beings supported
• Knowledge on SLA and KPI - ensuring SLAs/KPIs (CSAT, FCR, AHT, Abandon rates, Speed to Answer, Response and Resolution times, TCGs, Reopen %age etc. are well within threshold as defined in SOWs/contract.
• Definition of Service Level Agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations
• Perform profitable and quality services per specified systems, processes and methodologies, to ensure effective monitoring, control and support of Service Delivery. Report flash per agreed schedule (or on request), including management and account performance reports
• Responsible for the delivery of services within the SLAs, KPIs and to ensure quality of services
• Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
• Plan and schedule resource to the requirements of the business. Ensure knowledge to staff on Customers systems is always current and up to date
• Work as a team member within the organization to provide a resilient service to our customers
• Review & Reporting with focal point on zero errors and meeting 100% SLRs. Provide daily/weekly/monthly Service Desk reports with actionable intelligence, inputs and analysis
• Publishing support documentation to assist staff with requests for information & provide staff training, if required

Continual Service Improvements & Cross Functional Engagement (Business Unit, Support Functions and Internal IT Teams)

• Demonstrated experience in determining ITSM Continual Service Improvement areas/projects within and peripheral to ITSD deliveries and ability to log such projects in formal fashion while deriving results that deliver clear business outcomes and values in the Enterprise IT environment, based on ITIL framework
• Demonstrated experience in dealing with wide variety of cross functional teams and collaborate with them on a regular basis to bring out best practices and implementing them. Whether it is process improvement, process-reengineering, shift left, new service take on and relevant cross-skill, uplift trainings
• Exposure to basic and intermediate terminologies related to cross functional IT towers of NOC, EUC, Site Leads, Site Managers, Cloud, DB, Linux, Unix, Wintel, Network, IT Security, Telephony (Voice and Video), Messaging/0365, Software and Hardware Asset Management
• Ability to forge harmony and strike cordial working relationships with cross functional IT Towers (NOC, EUC, Site Leads, Site Managers, Cloud, DB, Linux, Unix, Wintel, Network, IT Security, Telephony (Voice and Video), Messaging/0365, Software and Hardware Asset Management)
• Ability to deal with functions like Human Resources, Talent Management, RMG, Business Excellence, Facilities and Administration, Senior Leaders (Business functions/Allied) as and when warranted
• Ability to respond to or contribute towards RFI, RFPs and other sales/pre-sales activities and help bring in more business/revenue
• Participate in hiring activities, drives, ramp-up plans, backfill positions as and when needed/warranted closely with TA (Talent Acquisition) Team
• Ability to manage escalations singlehandedly and bring them to desired stable and steady state outcomes

Customer Management

• Maintain a high-degree of customer service for all support queries and adhere to all ITIL, ITOM & ITSM principles
• Service transition for customers as services are added or removed and implement a functional PMO approach to manage project risk
• Good management skills to handle client escalation(s) and provide feedback to the team, as warranted
• Attend customer Service Review Meetings; areas covered will include Performance Reports, Service Improvements, Quality and Processes
• Coordinate seamlessly with key client stakeholders including internal teams located onsite for better overall control on operations
• Be a champion of Customer Satisfaction Index/Net Promoter Score and First Call Resolution and drive team constructively towards delivering faster, accurate service resolution and enriching/personalized user experience

Team Management

• Management of key staff responsible for IT Service Desk delivery and be responsible for career development and appraisals.
• Attrition control, team motivation, retention, training and development of team members
• Manage daily, weekly, monthly and quarterly shift planning based on operational needs and requirements
• Ability to drive compliance on all business asks (ISO/ISMS/SOX, SSAE, and compliance audits/certifications, Agent/Leads/Support team monthly performance goal cards and performance goal setting on tool, compliance trainings, meetings, internal and external customer meetings, reviews, conferences, performance sustenance, daily operations
• Resource optimization, efficiency tracking and delivery (cost and FTE), Agent utilization and Agent productivity etc.
• Groom/mentor and coach team irrespective of levels and roles for the area of ITSD. Own and institutionalize monthly Rewards and Recognition framework for performance (Objective Goal Based and Behavioral standards)
• Drive Knowledge Management compliance (adoption and accuracy of usage) and regular review and retirals/shelving of articles
• Drive compliance on call/email/chat audits for Incidents and Service Request by driving ITSD Service Quality Audit team

Demonstrated Experience

• Excellent communication skills (written and verbal -English) and conference call handling etiquettes
• Overall 8-10+ years previous IT Service Desk experience required with clear evidence of handling progressive responsibilities through the stints held in organic or in-organic environments
• You carry a minimum of 3 to 5+ years of ITSD Supervisory experience in the capacity of Sr. ITSD Team Lead, Asst. Manager, Associate Manager or Manager; directly handling day-2-day ops in an ITIL based IT Service and Operations Management Environment while interacting and working with Customer and Stakeholders.
• Manage Escalations, Staffing, Scheduling-shifts, Shrinkage, Leaves, Training, Support Functions and overall management of ITSD
• Incident Management experience (Managing incidents including business expectations and communication). Ability to work with all types of support teams towards faster and accurate resolution
• Minimum Education: Graduate in Engineering or Science. ITIL Foundation or Intermediate certified (preferred
• Overall performance evaluation and success of this role will be determined on being able to successfully deliver continuously, while either exceeding expectations or outstanding management of overall program/delivery on all listed asks above and inferred/tacit ones in relation to every aspect enlisted

Behavioral Attributes

• Strong communication skills, both verbal and written - English
• Be Connected, Available, Visible and an Empowered people leader
• Work well in team environments and be self-motivated/self-starter who thrives in evolutionary and ambiguous environment
• Create an effective and operative backup plan for self during unavailability and time offs and communicate to all relevant stakeholders in advance
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• A self-motivated achiever who gains satisfaction from providing excellent customer service and keeping team highly motivated while doing so
• Flexibility to support migration issues on the go, be flexible to support extended hours to manage business critical escalation situation without supervision, deal with ambiguity, navigate through tricky situations and be results driven in 24*7 environment, in line with business needs
• Ability to deal with prolonged stressful situation and grueling/demanding work-schedules while diffusing/avert potential crises under the overall purview of this role (may it be people, process, customer, cost, stakeholders, risks, technology or any other business component)
• Should have had exposure to multiple transitions & transformations of IT Service Desk and new service take over/integration/roll out and played an actively instrumental role in bringing things to stabilized mode e2e (start to finish)

Organization Structure and Direct Report(s) Management

• Position will most likely report into Sr. Manager/Functional Head for ITSM at Harman
• Manage a multilingual and multi-geo team of L1, L1.5, L2, Tech/Team Leads, Knowledge Management Analyst/Leads, Quality Analyst/Leads, Automation Enablers, Technical and Language Trainers/Coach

Review and Reporting

• Be able to present PowerPoint deck to Sr. Executives whether Internal or External Customer (including Sr. Managers, Directors, Sr. Directors and VPs, CIOs, CTOs as and when needed, convincingly and confidently)
• Ability to prepare Adhoc reports as and when needed, within stipulated turnaround times
• Chair and drive internal external daily, weekly, monthly, quarterly ITSD performance status review and other kinds of reviews with stakeholders and customer (scheduled/Adhoc)

Overall Performance & People Management

• Own and drive formal Performance and Appraisal Lifecycle Management on quarterly, half-yearly and yearly basis
• Conduct regular meeting and document Monthly 1on1s on performance and behavioral feedback
• Initiate Performance Improvement Plans, Corrective Action Plan, Disciplinary Action Plan whenever required by appropriately involving required team and or HR
• Manage internal Team/Individual Escalations or behavioral issues by involving HR team as and when warranted and take them to logical closure as per organization guidelines
• Team Role Rotation & Talent management abilities
• Succession Planning

ITIL Exposure

• Incident, SR, WOs, Priority, Response & Resolution, Change Management, Problem Management, Knowledge Management, Asset Management, Availability Management, VIP and Major Incident Management.

Work Hours

• 24*7*365, 5 days a week and 9:30 hours a day, however, primarily driven by business criticality and needs - when situation demands/warrants flexibility

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.\xc2\xa9 2024 HARMAN International. All Rights Reserved. If you are using a screen reader and are having problems using this website, please call (800) 645-7484 for assistance.

Harman