Job Description:

The Service Desk Manager will lead the transformation of our Service Desk, ensuring it delivers high-quality support and service to our external clients. This role is critical in driving the evolution of the service desk, implementing best practices, and fostering a customer-centric culture.

Key Responsibilities:

Service Desk Transformation:

• Lead the transformation initiatives to modernize and enhance the Service Desk operations.
• Develop and implement a strategic roadmap for service desk improvement, focusing on efficiency, effectiveness, and user satisfaction.
• Drive the adoption of ITIL best practices and ensure alignment with organizational goals.

Leadership and Management:

• Manage, mentor, and develop a team of service desk professionals.
• Foster a collaborative and high-performance culture within the team.
• Set performance goals, monitor progress, and provide regular feedback and coaching.

Service Delivery and Support:

• Ensure timely and effective resolution of service desk tickets, meeting or exceeding SLAs.
• Monitor and report on key performance metrics and customer satisfaction levels.
• Implement continuous improvement initiatives to enhance service delivery.

Customer Focus:

• Champion a customer-centric approach, ensuring that the service desk meets the needs of internal and external clients.
• Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.

Process and Technology Optimization:

• Evaluate and implement new technologies, tools, and processes to improve service desk operations.
• Ensure the effective use of service management software and other tools to streamline workflows and enhance service quality.

Incident and Problem Management:

• Oversee the incident and problem management processes, ensuring timely resolution and root cause analysis.
• Develop and maintain a knowledge base to improve first-contact resolution rates.

Training and Development:

• Ensure the team is trained on the latest technologies, processes, and customer service techniques.
• Develop and maintain a comprehensive training program for new and existing team members.

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders across the organization.
• Communicate effectively with senior management, providing regular updates on service desk performance and transformation progress.

#LI-GM

Qualifications:

• Proven experience in managing a service desk or IT support team above 10 years
• Strong understanding of ITIL framework and best practices.
• Experience with service desk transformation initiatives.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Experience with service management software (e.g., ServiceNow, Jira Service Management).

Preferred Qualifications:

• ITIL Certification.
• Experience in a similar industry.
• Project management experience.

#LI-GM

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.