Associate Director - Service Desk Manager

We are a Digital Product Engineering company seeking an Associate Director - Service Desk Manager to oversee a large-scale service desk handling 40,000 calls monthly across multiple departments. The ideal candidate will possess strong leadership skills, extensive experience in service desk operations, and a deep understanding of ITIL and incident management best practices.

Requirements

• Bachelor’s degree in IT, Business Administration, or a related field; ITIL certification preferred.
• 5+ years of experience managing a high-volume service desk, preferably in a large organization with multiple departments.
• Strong leadership, communication, and interpersonal skills, with a proven ability to motivate and manage a team.
• Demonstrated experience in managing SLAs and performance metrics, with a track record of meeting or exceeding targets.
• Familiarity with IT service management tools and incident management software (e.g., ServiceNow, BMC Remedy).

Benefits

• Nagarro Benefits