Newperkinelmer·9 days ago
9 days ago
Service Desk & EUC Operations Manager
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What you'll do
- Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
- Manage and promote development of Service Desk team members
- Ensure Service Desk operations meet the agreed SLAs and KPIs
- Implement Service Desk processes and continuous improvement initiatives
- Monitor customer satisfaction and implement improvement actions
- Coordinate with other service teams for seamless issue resolution
- Maintain Service Desk knowledge base and self-service capabilities
- Analyze Service Desk metrics and trends for operational insights
- Support major incident management and communication activities
- Implement tools and technologies to improve Service Desk efficiency
- Ensure Service Desk alignment with the overall service delivery strategy
- Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support
What they're looking for
- Master's degree or equivalent experience in IT service management or equivalent combination of education and experience
- 10+ years' experience in service desk or customer support operations
- 5+ years in supervisory or management role
- Strong understanding of ITIL Service Operation processes
- Experience with Service Desk tools and ticketing systems (ServiceNow)
- Excellent customer service and people management skills
Nice to have
- ITIL certification (Intermediate or Expert level)
- Experience with Service Desk management platforms (ServiceNow)
- Knowledge of workforce management and scheduling tools
- Understanding of customer experience and satisfaction metrics
- Leadership and team development experience
- Experience with Service Desk automation and AI/chatbot implementations
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
Service Desk & EUC Operations Manager
Location(s)
PuneJob Description
Key Responsibilities:
- Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
- Manage and promote development of Service Desk team members
- Ensure Service Desk operations meet the agreed SLAs and KPIs
- Implement Service Desk processes and continuous improvement initiatives
- Monitor customer satisfaction and implement improvement actions
- Coordinate with other service teams for seamless issue resolution
- Maintain Service Desk knowledge base and self-service capabilities
- Analyze Service Desk metrics and trends for operational insights
- Support major incident management and communication activities
- Implement tools and technologies to improve Service Desk efficiency
- Ensure Service Desk alignment with the overall service delivery strategy
- Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support
Basic Qualifications
- Master's degree or equivalent experience in IT service management or equivalent combination of education and experience
- 10+ years' experience in service desk or customer support operations
- 5+ years in supervisory or management role
- Strong understanding of ITIL Service Operation processes
- Experience with Service Desk tools and ticketing systems (ServiceNow)
- Excellent customer service and people management skills
Preferred Characteristics
- ITIL certification (Intermediate or Expert level)
- Experience with Service Desk management platforms (ServiceNow)
- Knowledge of workforce management and scheduling tools
- Understanding of customer experience and satisfaction metrics
- Leadership and team development experience
- Experience with Service Desk automation and AI/chatbot implementations
Company
Newperkinelmer
Pune, India
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