**Key Responsibilities:** **Operations Management** + Own end-to-end delivery of L1 Helpdesk support operations. + Ensure adherence to SLAs, KPIs, and client contractual requirements. + Monitor daily service desk performance and manage escalations effectively. + Oversee incident, request, and ticket management processes. + Coordinate with IT teams for tool issues, outages, or major incidents. **Team Leadership:** + Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates. + Conduct performance reviews, coaching sessions, and career development plans. + Manage staffing, scheduling, and workforce planning in partnership with WFM. **Client & Stakeholder Management:** + Act as primary point of contact for clients on operational matters. + Participate in client meetings, governance calls, and QBRs. + Collaborate with Quality, Training, and HR to maintain high service standards. **Training & Quality Governance:** + Ensure all employees are trained on SOPs, tools, processes, and updates. + Support Training teams in new hire training, cross-skilling, and upskilling. + Monitor quality audits, RCA, and implement corrective action plans. **Reporting & Analytics:** + Publish daily/weekly/monthly performance reports. + Analyze trends in ticket volumes, AHT, FCR, escalations, and CSAT. + Recommend and implement process improvements to enhance efficiency. **Continuous Improvement:** + Drive automation, knowledge base enhancements, and workflow optimization. + Implement industry best practices for service desk operations. + Lead continuous improvement and transformation initiatives. **Required Skills & Qualifications** + Bachelor’s degree or equivalent; Master’s degree preferred. + 8+ years of experience in Service Desk / Helpdesk Operations, with at least 2 years in a managerial role. + Strong understanding of ITIL processes, incident/request management, and service desk tools (ServiceNow, Remedy, Freshservice, etc.). + Experience managing teams in a BPO or ITeS environment. + Excellent leadership, communication, and client engagement skills. + Strong analytical, reporting, and decision-making abilities. + Ability to manage high-pressure situations and complex escalations. **Preferred Qualifications:** + ITIL Foundation certification. + Experience handling global clients (US/UK/ANZ). + Exposure to transition management or process migrations. + Experience with automation initiatives (chatbots, macros, scripts). **Key Competencies:** + Service Delivery Management + Team Leadership & People Management + Client Relationship Management + Data Analysis & Reporting + Problem Solving & Decision Making + Process Improvement + Stakeholder Collaboration