Job Summary
Service Desk Manager / Lead Role code: SD Manager L3 | Level 3 – Management | Service Desk Services Reports to Service window Contact duty Service Delivery Manager (SDM) Accessible to the Client during Service Opening Hours Location Accountabilit y HCLTech India Responsible for Service Desk services Reachable on local telephone / mobile number (§2.5.5) ROLE PURPOSE Scope ref. Annex 2 §4 · Attachment 2-D §2.5 Accountable owner of the Service Desk service for the engagement. Plans, maintains and develops the Service Desk framework so as to increase the efficiency of the support chain as perceived by Users, and carries end-to-end responsibility for the Service Desk Critical Service Levels.
Key Responsibilities
KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Own the Service Desk framework — organisation, communication channels, POD structure and User context handling — and maintain its documentation in the Delivery Model, QAP and List of Tools (§4.2). • Drive continuous optimisation of solicitations that can be treated remotely, resolved at first contact, automated or handled by Users through self-service (§4.2, §3.15.5). • Own workforce, shift and queue management across the nine supported languages to protect answer speed and abandon rate, including the Year-2 transition to Voice-to-Voice translation. • Govern the Shift-Left programme with AMS: daily ticket analysis, L1 scope expansion, knowledge and tooling gap closure, and reporting on progressive L1 resolution increase (§4.4.2). • Deliver Service Level reporting 48 business hours before the monthly meeting and Performance Indicators within 4 days of month end; produce exception reports on underperformance (CSL-19, Annex 3). • Maintain the succession and backup map for all key Service Desk resources and share the backup register with the Client every six months (§2.5.6). • Own escalation management and crisis coordination for the Service Desk, including publication of Crisis Communication within 30 minutes of formal Client request (CSL-17). • Secure Client approval of at least six Continuous Improvement Plan actions per calendar year, and represent the Service Desk in weekly, monthly and quarterly governance committees (§3.11, Annex 5) SERVICE LEVELS UNDER THE ROLE'S ACCOUNTABILITY REF INDICATOR REQUIREMENT REF CSL-10 Abandon rate £ 5% / 95% INDICATOR CSL-11 First time (< 30 min) fix rate CSL-12 FCR excl. requested transfers > 80% REQUIREMENT > 60% CSL-13 First Contact Resolution – overall CSL-15 Average speed to answer £ 30 sec / 90% CSL-17 Publication of Crisis Communication £ 30 min / 100% CSL-16 User satisfaction > 60% > 80% CSL-19 Reporting – Service Levels 48 business hours / > 90% Baseline observed FCR at the Client is circa 48% against an industry reference of at least 75% — closing this gap is a primary objective of the role.
Skill Requirements
SKILLS & EXPERIENCE ESSENTIAL • 8+ years in service desk operations with at least 3 years managing a multilingual, multi-shift desk. • Demonstrated ownership of contractual SLAs, service credits and monthly service reporting. • Workforce management, capacity modelling and queue design for 24x7 and 8x5 windows. • BMC Helix ITSM and Digital Workplace; automation and self-service adoption programmes. • ITIL 4 certified; fluent professional English. ROLE NOTES DESIRABLE • Experience transitioning a desk to voice-to-voice or real-time translation delivery. • Chatbot / cognitive virtual assistant optimisation experience. • Exposure to XLA and experience-level reporting. • Prior accountability in a SIAM multi-supplier ecosystem. The role is a designated single point of contact (SPOC) for the Client and must be directly contactable by Client stakeholders. Backup and continuity obligations apply, with services recoverable from alternate HCLTech delivery centres
Other Requirements