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Senior Manager, IT Service Desk
Intel
Bengaluru / Bangalore , India
10-13 years
Senior Manager, IT Service Desk
Responsibilities:
Intel IT is looking for an energetic professional to manage, lead and own Intel's Office Service Desk, within the End User Computing team.
The primary responsibility of this role would be to strategize, modernize and run the Intel service desk servicing 170k+ internal customers through a Managed Services provider.
A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role. Customer Obsession would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.
Technical understanding of Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators
Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary
Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved
Develop daily, weekly, and monthly reports on Service Desk team
This role will be a part of the Enterprise User Computing in IT and will report into the Senior Director for End User Computing.
Requirements:
Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s.
Experience managing a service desk in partnership with a managed services provider preferred.
Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
Communicate effectively at all levels - top leadership team in the company to individual employees
Primary Location:
India or Malaysia
Additional Location(s):
NA
Compensation Grade:
009
Qualifications
Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications:
Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
Preferred Qualifications:
Experience managing a service desk in partnership with a managed services provider preferred.
Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and nior Manager, IT Service Desk
Senior Manager, IT Service Desk
Intel
Bengaluru / Bangalore , India
10-13 years
Not Specified
Posted On: 14 days ago
Total Views: 240
Total Applications : 13
Job Id: 33900031
Permanent Job, International
Job Description
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Job Description
Senior Manager, IT Service Desk
Responsibilities:
Intel IT is looking for an energetic professional to manage, lead and own Intel's Office Service Desk, within the End User Computing team.
The primary responsibility of this role would be to strategize, modernize and run the Intel service desk servicing 170k+ internal customers through a Managed Services provider.
A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role. Customer Obsession would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.
Technical understanding of Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators
Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary
Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved
Develop daily, weekly, and monthly reports on Service Desk team
This role will be a part of the Enterprise User Computing in IT and will report into the Senior Director for End User Computing.
Requirements:
Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s.
Experience managing a service desk in partnership with a managed services provider preferred.
Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
Communicate effectively at all levels - top leadership team in the company to individual employees
Primary Location:
India or Malaysia
Additional Location(s):
NA
Compensation Grade:
009
Qualifications
Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications:
Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
Should have relevant years of experience in managing large service desk/s
Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
Preferred Qualifications:
Experience managing a service desk in partnership with a managed services provider preferred.
Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.
Work Model for this Role
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.
Intel prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
It has come to our notice that some people have received fake job interview letters ostensibly issued by Intel, inviting them to attend interviews in Intel's offices for various positions and further requiring them to deposit money to be eligible for the interviews. We wish to bring to your notice that these letters are not issued by Intel or any of its authorized representatives. Hiring at Intel is based purely on merit and Intel does not ask or require candidates to deposit any money. We would urge people interested in working for Intel, to apply directly at and not fall prey to unscrupulous elements.