Job Title

"Please share your updated resume at "Radhika.gupta1@".Job Summary:The Director of IT Service Desk Operations will lead and oversee the IT service desk team, ensuring the delivery of high-quality technical support and customer service across the organization. This role requires strategic leadership, operational excellence, and a strong focus on enhancing user experience while optimizing service desk performance and efficiency. The ideal candidate will bring experience in digital transformation and AI-driven service desk automation, leveraging cutting-edge technology to improve service delivery and drive operational efficiency.Key Responsibilities:- Strategic Leadership: - Develop and execute the IT service desk strategy, aligning with the organization's digital transformation goals. - Champion the integration of AI and automation technologies to streamline service desk operations and improve response times. - Lead the transition from traditional service desk models to AI-powered support systems, ensuring a seamless transformation process. - Drive continuous improvement initiatives by leveraging data analytics and AI tools for enhanced decision-making.Operational Management:- Oversee day-to-day service desk operations, ensuring timely and effective resolution of IT issues, with a focus on integrating AI chatbots and automated workflows to handle routine requests. - Monitor and manage service desk metrics, including response time, resolution time, customer satisfaction, and first-call resolution rates. - Lead the development of AI-based self-service portals and knowledge management systems to empower end-users and reduce ticket volume.Team Leadership and Development:- Lead, mentor, and develop the service desk team, promoting professional growth and high performance. - Recruit, train, and retain top IT support talent. - Conduct regular team reviews and provide ongoing feedback and coaching. - Technology and Process Optimization: - Evaluate and implement IT service management (ITSM) tools and new technologies. Keep the team service aligned to industry standards.Streamline workflows and automate repetitive tasks to improve efficiency.- Ensure compliance with IT policies, procedures, and security standards. - Budget and Resource Management: - Manage the IT service desk budget, optimizing costs while maintaining high service quality. - Allocate resources effectively to meet organizational IT support needs. - Stakeholder Engagement: - Collaborate with business units to understand their IT support requirements and align services accordingly. - Act as a liaison between IT and other departments, ensuring effective communication and service delivery. - Vendor Management: - Manage relationships with external IT support vendors and service providers. - Negotiate contracts and ensure vendor performance meets organizational standards.Key Skills:AI Integration and Management:- Implement and manage AI-driven solutions such as chatbots, virtual assistants, and automated ticketing systems to enhance user support. - Leverage predictive analytics to anticipate and resolve IT issues before they impact users.Digital Transformation Leadership:- Lead digital transformation initiatives by integrating cloud services, automation, and AI technologies into the IT service desk. - Foster a culture of continuous improvement by adopting agile methodologies and DevOps practices.Data-Driven Decision Making:- Use data analytics to monitor service desk performance, identify trends, and make informed decisions. - Apply AI-driven insights to optimize resource allocation and improve service efficiency.Innovation and Change Management:- Champion innovation by introducing new technologies and processes that enhance IT service delivery. - Manage organizational change effectively, ensuring smooth transitions during technology upgrades or process shifts.Customer Experience Enhancement:- Utilize AI to personalize user support, improving satisfaction through AI-enhanced user feedback systems and tailored IT solutions.Leadership in a Digital Age:- Inspire teams to embrace digital tools and AI, fostering a tech-savvy and forward-thinking support culture. - Mentor teams in adopting AI tools and leveraging them for improved problem-solving.Budgeting for Innovation:- Manage budgets with a focus on investing in AI technologies, automation tools, and continuous upskilling of the IT support staff.Educational Background:- Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field. - Courses or degrees in Digital Transformation, AI Applications, or Data Science are a plusExperience:- 10+ years in IT, with at least 5 years in leadership, including experience leading AI-driven or digital transformation projects. - Experience with AI-powered IT service tools and platforms such as AI-driven chatbots, predictive analytics, and automated support systems. - Hands-on experience with tools like ServiceNow’s AI capabilities, IBM Watson, or Zendesk’s AI-powered features..