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Senior Manager, IT Service Desk

Bengaluru, India Job ID JR0215366 Job Category Information Technology Work Mode Hybrid Experience Level Experienced
Job Description

Senior Manager, IT Service Desk

Responsibilities:

Intel IT is looking for an energetic professional to manage, lead and own Intel's Office Service Desk, within the End User Computing team.

The primary responsibility of this role would be to strategize, modernize and run the Intel service desk servicing 170k+ internal customers through a Managed Services provider.

A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role. "Customer Obsession" would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.

Technical understanding of Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators

Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.

Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary

Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved

Develop daily, weekly, and monthly reports on Service Desk team

This role will be a part of the Enterprise User Computing in IT and will report into the Senior Director for End User Computing.


Requirements:
� Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
� Should have relevant years of experience in managing large service desk/s.
� Experience managing a service desk in partnership with a managed services provider preferred.
� Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
� Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
� Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
� Communicate effectively at all levels - top leadership team in the company to individual employees

Primary Location:
India or Malaysia
Additional Location(s):
NA

Compensation Grade:
009


Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:
� Bachelor's degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
� Should have relevant years of experience in managing large service desk/s
� Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.

Preferred Qualifications:
� Experience managing a service desk in partnership with a managed services provider preferred.


Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.


Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.


Posting Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
Benefits
We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, and benefit programs. Find more information about our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

It has come to our notice that some people have received fake job interview letters ostensibly issued by Intel, inviting them to attend interviews in Intel’s offices for various positions and further requiring them to deposit money to be eligible for the interviews. We wish to bring to your notice that these letters are not issued by Intel or any of its authorized representatives. Hiring at Intel is based purely on merit and Intel does not ask or require candidates to deposit any money. We would urge people interested in working for Intel, to apply directly at https://jobs.intel.com/ and not fall prey to unscrupulous elements.

Working Model
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.
Maggie, Offensive Security Researcher

Maggie Offensive Security Researcher

“I’ve always wanted to do something that changes the world — at Intel, I feel appreciated, and I’ve gained more confidence in myself. It makes me feel like I’m capable of doing great things.”

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