Overview As Customer Service Center Manager, you will lead and coordinate the IT service desk to ensure reliable, SLA-driven support for enterprise users. You will oversee daily operations, assign tasks, and serve as the single point of contact for service desk issues. You work to optimize service delivery, scale processes, and align support with the organization's goals. This role offers impact across a large team and the chance to shape enterprise IT support culture in a global services environment. You will be key to delivering consistent, high-quality service and driving ITSM excellence.
Compensation / Benefits- comprehensive benefits package starting from day one
Responsibilities- Supervise service desk staff and provide direction
- Define team objectives and guide members
- Lead daily IT service desk operations and task assignments
- Act as single point of contact for service desk issues
Key requirements- 10+ years of experience leading and managing an IT service desk for enterprises
- Experience delivering service to meet defined SLAs
- ITILv3 and HDI-SCM Certification required
- Bachelor in Computer Science, Information Systems or related field preferred
- Must have led service desk with 20+ staff and 400+ daily contacts (5+ years at that level)
- leadership
- communication
- stakeholder management
- problem-solving
- ServiceNow or Remedy experience
- ITIL/HDI-SCM knowledge
