Global Service Desk Manager
Global Service Desk Manager
Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an Global Service Desk Manager in Pune, Maharashtra!
Lead Global Service Desk operations in a 24×5 model, managing Shift Leads and L1 teams, ensuring SLA compliance, customer satisfaction, operational excellence, AI adoption, and continuous improvement.
Role Description & Responsibilities:
- Lead day-to-day Global Service Desk operations and service delivery.
- Manage Shift Leads and Service Desk Engineers; oversee staffing and shift planning.
- Drive SLA compliance, escalation management, and operational governance.
- Review trends, reduce recurring incidents, and improve processes.
- Coach, mentor, and develop team members.
- Manage customer escalations and stakeholder communications.
- Monitor KPIs including SLA, FCR, MTTR, backlog, and CSAT.
- Promote AI-powered support tools, automation, and knowledge management.
- Provide oversight for Windows, Microsoft Office, Outlook, Zoom, VPN, and endpoint support.
- Support a 24×5 rotational operating model.
Qualifications:
Required Qualifications
- Bachelor's degree in any discipline.
- 10 -12 years of IT Help Desk or Service Desk experience with leadership responsibilities.
- Excellent spoken and written English communication skills.
- Experience managing technical support teams and ITSM platforms.
- Prior experience in managing team/team members across India, United States and EMEA region.
- Strong knowledge of Windows desktop support and enterprise productivity tools.
Preferred Qualifications
- Previous experience in a Global Service Desk environment.
- Experience supporting enterprise environments
- Windows OS/Desktop Administration training or certification.
- Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management.
- Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills)
- ITIL certification and exposure to AI-enabled support platforms.
- Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred.
Success Metrics: 24x5 Operations Management, Team management, SLA compliance, FCR, MTTR, CSAT, ticket quality, escalation effectiveness, team productivity, knowledge contributions, and AI tool adoption.
What is in it for you?
- Work for one of the biggest software companies in Europe
- Work in a culture of collaboration and innovation
- Opportunities for personal development and career progression
Déclaration de diversité
Dassault Systèmes est un accélérateur de progrès humain. Nous proposons aux entreprises et aux particuliers des environnements virtuels collaboratifs permettant d’imaginer des innovations durables. Grâce aux jumeaux virtuels d’expérience du monde réel qu’ils créent avec la plateforme 3DEXPERIENCE et ses applications, Dassault Systèmes est un créateur de valeur, au service de plus de 350,000 clients de toutes tailles et de tous secteurs d’activité, dans plus de 150 pays. Rejoignez notre communauté mondiale de plus de 23,800 personnes passionnées !
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