Service Desk Manager

Location: Noida, India

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It’s in our differences that we empower the way the world learns.

What we are looking for:

The Service Desk Manager will be responsible for ensuring compliance with industry standard support protocols, driving support workflow improvements both operationally and systematically, and providing regular reports on key service desk metrics. The candidate will also play a key role in evaluating support team competencies, training, and expansion of the Service Desk to realize the vision and benefits of establishing a centralized support mechanism within Research Content Management.

How you will make an impact:

• Take ownership of daily operations and resolution of user support requests and queries.
• Provide reporting on key operational metrics associated with service desk performance, e.g., ticket volume, trends, and TAT relative to agreed SLAs.
• Provide monthly feedback to service desk vendors to drive continual improvement in their operational performance.
• Provide insight to and drive operational or systematic improvements for the support process leading to:
  • Easy submission and fast resolution of support requests
  • Increased efficiency for support operations
  • Greater transparency of support volume, types, and reporting.
• Document both current state and target state support workflow.
• Support project management efforts to expand support desk functions.
• Train and grow support team alongside strategic expansion of Service Desk offerings.
• Work closely with the colleagues in CT Platforms & Services team to understand pain points and issues; develop the best approaches to address them.
• Help prioritize bugs reported by users.
  

Who you are:

• 3 - 5 years of Service Desk Management experience.
• Work in the IT or Publishing industry during last three years; familiarity with Publishing and production processes is an advantage.
• Expertise in ServiceNOW and JIRA, from both operational and configuration perspectives.
• Good communication and interpersonal skills to collaborate with business stakeholders and service providers.
• Strong experience in establishing a customer relationship and drive to resolve problems for customers.
• Critical thinker with good judgment and initiative
• Strong attention to detail
• Excellent verbal and written communication skills
• Self-motivated
• Ability to work independently and with others
• Extremely organized with strong time-management skills.
  

About Wiley:

We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.