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IT Global Service Desk Lead

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Information Technology
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181240 Requisition #

JD for the position

 

Location – Bangalore

 

In this role as IT Global Service Desk Lead, you would lead the Marvell Global IT Service Desk team from India. The team operates 24/7 providing IT Support to 6000+ employees World Wide. Service Desk team being the voice of IT to our employee base, you would ensure best in class support experience and ensure the team follows the defined global support policies and practices . You will be responsible for managing the day to day IT service desk operations, initiating and driving service Improvement projects to achieve operational excellence, conduct period reviews with the functional stakeholders and report the KPIs for the Global Service Desk.

 

Key Responsibilities:

  • Responsible for Global Service Delivery - T1 support

  • IT Remote Support Center Management, Client End Point Support

  • Drive T1 Support following Marvell ITSM Support Strategy & Guidelines

  • PC Technical Support, Conference Rooms & Tools Support, Printer Support

  • Outlook Client Support, MS Windows, Office and other MS Client Application Support

  • Service Now Ticketing Tool knowledge on Incident, Request, Problem, Knowledge & Change Management

  • Reporting the KPIs using Service Now Performance Analytics & Tableau & define operational excellence initiates

  • Define goals, evaluate performance, provide regular feedback and coaching the team members to achieve personal excellence

  • Bachelors and/or Master Degree in Computers/ Electronics / Information Systems
  • 10+ years of IT Support Experience with at least 3 years leading small / medium remote global support teams.
  • Excellent communication and interpersonal skills with proven ability to interact across all levels of organization.
  • Knowledge of ITIL Framework, Service Now Tools with hands on experience in troubleshooting the client end point systems.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.


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