Job Description
Wipro Limited is a leading technology services and consulting company. We help clients realize their boldest ambitions and build future-ready, sustainable businesses.
Job Title: Service Desk Manager
Responsibilities
- Manage end-to-end Service Desk operations for a delivery center
- Ensure adherence to SLAs, KPIs, and service quality targets
- Oversee incident, request, and escalation handling
- Own service performance metrics (AHT, SLA, CSAT, backlog, etc.)
- Drive reporting cadence (daily / weekly / monthly governance reviews)
- Review ticket aging, backlog trends, and improvement actions
- Manage Team Leads and large service desk teams
- Monitor performance and drive productivity improvements
- Engage with customers for service reviews and escalations
- Ensure customer satisfaction and transparency in operations
- Implement ITIL-based processes and governance <...