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Job title: Governance - Service Desk Manager Company: Sumeru Solutions Job description: Job Descriptions : Governance - Service Desk Manager Duration : 12+ Months Location : Chattanooga, TN or Portland, MN (Onsite) WFH available due to COVID : No (Day1 Onsite) General Summary Individuals in the Service Desk Governance role are responsible for managing day to day governance of Service desk operations The resource is accountable for oversight of all onsite and offshore Service Desk resources and manage them to achieve Service Desk SLAs and KPIs. This role would act as a Single point of contact at client location for Service desk related tasks The resource would also act as a counterpart for Offshore Service Desk Manager and would collaborate with him/her to ensure smooth Service desk operations. Principal Duties and Responsibilities * Single Leader for SD operations governance • Reporting head for SD offshore and onshore team • Act as a POC for client for escalations and feedback in terms if SD • Lead Monthly SD governance meetings • Conducting daily, weekly and monthly connects with the SD stakeholders • Tracking daily, weekly and monthly statistics for Service Desk • Roster/Shift Management • SLA/KPI Management for Service Desk Job Specifications • Bachelor's degree in computer science or Management, or equivalent relevant business experience • Has 10+ years of related work experience. • Possesses Resource management skills • Possess good communication skills • Good understanding of IT Service Desk operations and support Expected salary: Location: Chattanooga, TN Apply for the job now! [ad_2]