Service Desk Manager

Technical Support Hyderabad, Telangana Bengaluru, Karnataka


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Job Description:


Role:Service Desk Manager






An opportunity to proactively own and drive service improvements, making it a great move for a Service Desk Manager looking to make more of an impact or an ambitious Service Desk Team Leader ready for the next step. 

  • Proven experience in a Service Desk Manager/Team Leader capacity (a demonstrable record of service delivery, operational service improvement and management)
  • Proven supervisory or leadership qualities
  • Proven incident, problem data analysis and reporting
  • Excellent demonstratable communication skills
  • Strong interpersonal capabilities

This is an opportunity to build a first level service desk team, that will deliver product-focused, technical support to implementers and users of Magnitude products, while minimizing any disruption that may be attributable to the product, or its use.  




  • Provide resolutions and/or work around advice in response to customer queries as appropriate.
  • Establish and implement best practices throughout the entire technical support process, owning incident, service request fulfilment and problem resolution as a priority.
  • Act as an escalation point for service desk colleagues for cases, major incidents, and end users.
  • Contribute directly, as well as securing and coordinating any additional resources required to deliver appropriate resolutions.
  • Respond positively to all customer queries.
  • Contribute to, and share in, the learning of the team.
  • Part of a professional, customer facing team who works with users and administrators of Magnitude software products, product developers, testers consultants, pre-sales, and sales consultants.
  • Provide first class customer service to external and internal users.
  • Ability to motivate and mentor teammates.
  • Ensure that service levels are met for each assigned incident.
  • Determine the urgency of users’ issue and potential effects it may have.


Technical Requirements:


  • 3 to 5 years of experience working in a customer-facing environment.
  • Good Knowledge of SQL and understanding of one of the relational databases: Oracle, Microsoft SQL Server, and Teradata.
  • Relational database experience - writing SQL queries, SQL statements and ability to read SQL.
  • Basic knowledge of SAP
  • Engineering Degree in Computer Science or equivalent discipline, or comparable industry experience




Personal Requirements:


  • Excellent Oral and written English communication skills
  • Strong and structured analytical skills, Good problem-solving skills.
  • Willingness to own problems and see them through to completion.
  • Able to balance between customer empathy and constraints of supporting a commercial product.
  • Desire to continually improve technical and problem resolution skills and strive for excellence.
  • Team player with an ability to work under pressure.
  • Ability to see the bigger picture, not just the issue as presented.
  • Remaining objective in all dealings with customers.
  • A positive attitude towards solving customer problems.
  • Ability to accurately prioritize tasks and accomplish them in a timely fashion.
  • A passion for customer success and technology
  • Attention to detail