Description :
Job Description: Human – IT Service Desk Director
Location - New Delhi
Experience - 3-8 years
Key Responsibilities:
Develop and execute a long-term strategy for IT Service Desk operations aligned with business goals.
Lead, mentor, and manage a team of service desk managers, analysts, and support staff.
Define and enforce service level agreements (SLAs) and key performance indicators (KPIs).
Oversee daily operations of the IT service desk, ensuring timely and effective resolution of user issues.
Ensure 24x7 support coverage and maintain high availability and performance of IT services.
Manage escalations, critical incidents, and high-impact outages with urgency and communication transparency.
Implement and optimize ITIL processes including Incident Management, Request Fulfillment, Problem Management, and Knowledge Management.
Monitor service desk metrics to identify trends and areas for improvement.
Lead automation and digital transformation efforts to enhance service efficiency.
Collaborate with cross-functional IT teams and business units to align support services with enterprise goals.
Act as a liaison between technical teams and business stakeholders to ensure expectations are met.
Develop and manage the service desk budget, including staffing, tools, and training.
Evaluate and implement ITSM tools and technologies to support evolving needs.
Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.
