Intel Corporation Looking for IT Service Desk Manager at Bengaluru, Karnataka, India Full Time

The IT Service Desk Manager, in partnership with a managed service provider (MSP), plays a pivotal role in overseeing and managing the operation health and service quality of the outsourced IT service desk. This position involves effectively collaborating with the MSP, setting performance standards, and ensuring that the service desk delivers high-quality support to end-users while meeting service level agreements (SLAs). Some key responsibilities are:

• Cultivate a strong working relationship with the MSP to ensure the delivery of efficient and high-quality IT support services.
• Collaborate closely with the MSP to align their services with the organization’s needs and priorities.
• Monitor the performance of the outsourced service desk, ensuring it meets agreed-upon SLAs and KPIs.
• Conduct regular on-site performance reviews and audits to maintain quality standards.
• Continuously seek opportunities to enhance service desk operations and improve the overall user experience.
• Generate and analyze performance data, including incident trends, resolution times, and user satisfaction levels to seek opportunities to enhance service desk operations & IT user experience
• Ensure that service desk operations align with IT Security policies and compliance requirements

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
• Several years of experience in IT service desk management and leadership, with a focus on managing service providers

Preferred Qualifications

• ITIL or similar certification is a plus.
• Strong understanding of IT service management principles and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in using service desk and incident management tools
• Ability to analyze data and make data-driven decisions.
• Strong problem-solving and critical-thinking abilities.
• A commitment to delivering exceptional customer service.
• 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.

Other Locations

MY, Penang

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, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here.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 require an on-site presence.