Infosys · 3 hours ago
Service Desk Manager
Milwaukee, WI
Full-time
Onsite
Mid, Senior Level, Lead/Staff
9+ years expInfosys is a leading business process management company providing transformative services to clients globally. The Service Desk Manager will oversee IT service desk operations, ensuring resource deployment, performance monitoring, and client satisfaction while driving operational excellence and compliance.
ConsultingInformation ServicesInformation TechnologyIT ManagementSoftware
Responsibilities
Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes in order to ensure operational compliance
Prepares and Reviews training staffing plan and work allocation in order to achieve production targets
Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain
Reviews process specific quality plan including quality control, assurance and improvement in order to create a comprehensive quality program
Sign off scorecards for direct reportee, create KRA for the team to align with business objectives
Performance oriented - Ability to drive performance to stretch targets
Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight
Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery
Create business models for Incident management and Problem management to achieve minimal disruption to IT service
Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations
Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance
Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions
Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management
Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines
Applies strong knowledge of quality improvement techniques and models like lean, six sigma
Signs off on the training /certification methodology at the engagement level to ensure right skilling
Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results
Builds context and common platform and uses appropriate data, examples to support complex ideas, adapts the message to the audience group for good understanding
Qualification
Required
Bachelor's Degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
Minimum 9 years of experience related to the job description
Preferred
Min. 3 yrs. experience in managing Service Desk Operations (Or Tech support operations) in Infrastructure support or Application support environment
Advance knowledge and understanding of OS (Windows XP-10), Browsers, MS Office suite
Advance knowledge and understanding of Small Forms (iOS, Android, Windows)
Intermediate knowledge and understanding of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions, Network collaborations & VPNs
Company
Infosys
Infosys is a technology company that offers consulting, outsourcing, cloud infrastructure, program management, and software services.
10001+ employees
H1B Sponsorship
Infosys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5770)
2024 (5904)
2023 (7774)
2022 (7652)
2021 (5598)
2020 (9512)
Funding
Current Stage
Public CompanyTotal Funding
$200MKey Investors
ChrysCapital
2012-12-12IPO
2008-07-10Post Ipo Equity· $200M
Leadership Team
Salil Parekh
Chief Executive Officer and Managing Director
Anant Adya
Executive Vice President
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