Teva Director Operations- Service desk 

India, Karnataka, Bengaluru 

96069416

IT Services and Support is looking for an experienced Service Desk Manager to lead a 24/7 IT helpdesk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities to a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey with us, your prime responsibilities are:

• Managing and leading a global help desk team placed in 2-3 time zone locations for addressing and resolving incidents/requests, including systems and hardware issues
• Manage, Create, and implement processes to deliver reliable, knowledgeable, friendly, and timely user support services. Responsible for end-to-end support of business continuity for Teva global systems world-wide
• Managing a ticketing system (ServiceNow) to ensure effective management and accountability, measuring the support team’s efforts, and ensuring meeting SLAs and other KPI’s
  

• Manage a 24x7 global service desk team providing phone, self-service, and live chat support
• Manage a team of ~100 employees
• Take full accountability and ownership of customers’ issues and follow problems through with end-to-end resolution
• Strategy a plan to lead the global service desk team to adopt AI platforms and capabilities to streamline the services offered by the team
• Apply best practices for help-desk processes and address areas of improvement
• Effective vendor management is required to ensure adherence to contractual terms, service delivery requirements, and performance.
• Utilize multiple digital channels and opportunities to consistently interface with end-users and help shift the organizational culture to be engaged in the digital transformation by being available, reliable, and responsive at all times
• Monitors metrics to ensure continual improvement on all processes and strives to improve upon the agreed operational SLAs/KPIs
• Develop and establish agile and customer-focused service procedures, policies, and standards
• Develop and analyze daily, weekly, and monthly reports and statistics on the Service Desk team’s productivity
• Build and maintain strong, trustworthy relationships with end-users and stakeholders
• Manage team schedules, resource capacity for each shift, balancing time-offs, and preventing burnouts

• 10+ years in managing Services desk operations in a global landscape
• Strong Vendor Management skills to influence desired outcomes
• Excellent analytical and troubleshooting skills
• Strong time management and organizational skills, detail-oriented, and takes initiative to tackle challenges
• Demonstrated proficiency in communicating complex technical ideas in plain language to users, both verbally and in writing
• Experience with ServiceNow or a similar Incident Management Tool
• A bachelor’s in computer science, Engineering, or a related discipline with an IT focus is preferred
  

Senior Director ITO, Head of Global Service desk & NOC

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