Service Desk Operations Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Profile

• Oversee daily service desk operations, managing L1 and L1.5 support agents, Incident & Knowledge Managers, and other analysts to ensure smooth service delivery.
• Monitor team performance and KPIs, including ticket queues, response times, and user satisfaction, to identify and implement improvements.
• Drive service improvement initiatives, updating policies and procedures to meet or exceed SLAs and contractual obligations.
• Manage issue resolution and escalations, ensuring timely and effective handling of technical support requests.
• Handle resource and budget management, optimizing tools and staffing for cost-effective operations.
• Communicate with stakeholders, providing regular updates on service performance and aligning IT support with business objectives.
• Ensure compliance and risk management, adhering to industry standards and mitigating operational risks.
• Lead and mentor the team, fostering a culture of accountability, efficiency, and continuous improvement.
  
  

Your Role

• As a Service Desk Operations Manager, you are responsible for overseeing the day-to-day operations of the service desk, ensuring efficient handling of support requests and adherence to SLAs. Your role involves:
• Team & Operational Management: Leading L1 and L1.5 support agents, Incident & Knowledge Managers, and other analysts to deliver smooth and effective service.
• Performance Monitoring: Tracking KPIs, ticket queues, response times, and user satisfaction to identify improvement areas.
• Service Improvement: Implementing strategies, policies, and procedures to enhance service delivery and meet contractual obligations.
• Issue Resolution & Escalation: Ensuring timely resolution of technical issues and managing escalations effectively.
• Resource & Budget Management: Managing resources, tools, and budgets to maintain cost-effective operations.
• Stakeholder Communication: Providing updates on service performance and aligning IT support with business objectives.
• Compliance & Risk Management: Ensuring adherence to industry standards and mitigating risks associated with IT support services.
  
  

What Will You Love Working At Capgemini

• Rated highly for work-life balance, especially depending on the team and project.
• Capgemini promotes a culture built on team spirit, honesty, boldness, trust, modesty, freedom, and funAccess to world-class training platforms, certifications, and mentorship to grow your skills.
• egular team-building activities, cultural events, and recognition programs that keep the workplace lively.
  
  

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com