Deloitte | India Offices of the US

Assistant Manager – Technical Service Desk

1) Overview

This role is designed for professionals with relevant experience and specialized knowledge in service desk operations, project management, and industry best practices. The position involves managing multiple projects/workstreams, making independent decisions, guiding policy development, and performing varied, non-standard tasks. Incumbents at this level will have supervisory and mentorship responsibilities for professionals at the Team Lead level and will provide performance and compensation inputs to managers for their teams.

2) Principal Accountabilities

Primary Responsibility & Supporting Actions

Service Delivery

• Demonstrate an achievement-oriented attitude, expert technical knowledge, troubleshooting skills, strong interpersonal and communication skills, business acumen, and a customer-centric mindset.
• Operate in a 24x7 support environment, displaying leadership and excellent communication.
• Manage multiple projects/workstreams, make independent decisions, guide policy development, and perform varied, non-standard tasks.
• Oversee multiple clients and complex, cross-cultural business environments.
• Administer and maintain team staffing, rosters, SLA management, quality statistics, and performance metrics.
• Provide leadership with periodic metrics, analysis, reports, and continuous improvement plans.
• Coach, mentor, and motivate team members to deliver excellent customer service; define objectives to maintain and exceed goals.
• Conduct weekly meetings, including regular Team Lead meetings and one-on-one feedback/mentoring sessions.
• Promote knowledge transfer initiatives for staff and customers.
• Manage staffing, PTO schedules, and skill update requirements for the team.
• Conduct performance reviews for team members.
• Ensure adherence to organizational policies by all team members.
• Participate in interviewing and staffing decisions.

Key Deliverables

• Establish baselines and develop quality metrics to set goals for new cycles.
• Administer and report on monthly incentive plans.
• Monitor CSAT reviews/disputes, access request reports, transport updates, ticket statistics, and escalate concerns to senior management.
• Provide leadership updates on service levels.
  
  

Continuous Improvement

• Ensure high quality and optimal performance, meeting SLA margins by suggesting new products and development plans for the team.
• Deploy proactive initiatives to minimize issues and assist with problem elimination.

People-Related Skills

• Provide performance assessments for junior professionals.
• Represent coachees effectively during appraisals.
• Drive status reporting and quality processes within the project.
  
  

3) Attributes Required

Experience & Qualifications

• 11–14 years of relevant experience in support and project management.
  
  

Certifications & Trainings

• ITIL trained or awareness of ITIL standards.
• Project Management training/certification.
  
  

Technical Skills

• Proficient in one or more IT Service Management tools (e.g., ServiceNow, JIRA).
• Proficient in one or more reporting tools.
• Proficient in MS Office tools.
• Market awareness of networking and latest technologies.
  
  

Industry Knowledge

• Proficiency in industry knowledge (e.g., Healthcare and Life Sciences, Telecommunications, Semiconductors, Financial Services, etc.).
  
  

Cross-Functional Skills

• Understanding of organization templates, policies, and processes.
• Exposure to ISO or CMMI Level 3 practices.
• Experience with configuration management and asset management activities.
  
  

Soft Skills

• Efficient time management, especially in emergency situations.
• Strong verbal and written communication skills, with an emphasis on business communication for internal and external stakeholders.
• Proven team handling and problem-solving capabilities.
• Ability to guide and train team members.
• Graduate degree required.