Service Desk & EUC Operations Manager
PerkinElmer (company site, opens in a new tab)10+ yrsPuneOn-siteDirect career pageEst. 20–30 LPA
Posted on 11 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own establishment and management of Service Desk SLAs and vendor governance using SIAM framework.
- Manage and develop Service Desk team ensuring operations meet SLAs and KPIs, including coordinating with regional EUC support teams across Americas, Europe, and APAC.
- Lead continuous improvement initiatives, monitor customer satisfaction, handle major incidents, and implement tools to boost Service Desk efficiency.
Minimum Requirements
- Master's degree or equivalent experience in IT service management or related field.
- 10+ years experience in service desk or customer support operations with at least 5 years in supervisory or management roles.
- Strong knowledge of ITIL Service Operation processes and familiarity with ticketing systems, specifically ServiceNow.
- Work Experience Required: 10+ years in service desk/customer support; Notice Period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced leader in service desk operations with proven expertise managing multi-regional teams and vendor governance within the SIAM framework.
- Demonstrates strong capability in developing teams and driving SLA/KPI adherence in complex, global support environments.
- Skilled in leveraging Service Desk platforms (especially ServiceNow), workforce management tools, and implementing automation or AI/chatbot solutions to enhance operational efficiency and customer satisfaction.