Manager, Service Desk

Rimini Street, Inc (Hyderabad, AP, India) 1 day ago

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. More than 2,000 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries rely on Rimini Street as their trusted application enterprise software products and services provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.

We actively seek a Manager, IT Service Desk resident in our Hyderabad, India office.

Rimini Street views all employees as partners, and is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work-hard, play-hard corporate environment.

Position Summary

The IT Service Desk Manager role is responsible for providing global Level 1 End User support. The role acts as the owner of the Incident Management, Major Incident, Request Catalog, Knowledge Base and Problem management processes in the ITIL framework. The Service Desk Manager is responsible for the daily and long-term strategic management of Service Desk including day to day support activities. This individual assists in forming strategies to optimize technology support and automation across the organization, developing and implementing global IT processes and solutions.

Essential Duties and Responsibilities

Team Management

  • Lead and provide oversight to the Service Desk & Tier 1 support on a day to day basis
  • Manage all shift schedules to ensure complete 24x7 coverage and full utilization
  • Hold weekly or biweekly 1:1s with all direct reports and provide daily guidance to Tier 1 Analysts
  • Build utilization and process adherence KPIs for the Service Desk and Tier 1 team
  • Coach, train, and develop Service Desk team members to improve performance, SLA adherence, and response and resolve time
  • Build career paths and enable the team to achieve their career aspirations
  • Organize training initiatives on tool sets used in our service offerings such as SalesForce, Microsoft Teams and ServiceNow
  • Lead recruiting efforts for open positions under the Service Desk & Tier 1 team
  • Be available for escalations and live management of after-hours team as needed
  • Continuously evaluate/refine Service Desk procedure development and implementation balancing industry best practices with corporate culture.

Service Management

  • Manage coordination of all incident assignments to ensure all support issues are being resolved within defined SLA times and positive customer experiences
  • As the process owner for Incident, Critical Incident, Service Request, Knowledge and Problem, perform continuous process improvement and drive self-service options.
  • Service Now administration of Incident, Service Catalog, basic workflows and administrative tasks such as adding and removing members to work queues.
  • Address customer feedback, perform root cause analysis, and design solutions
  • Manage centralized Service Desk workload
  • Drive automation for repeatable tasks to optimize productivity
  • Manage reporting and actively address outstanding issues and deliver on operational requests

Processes

  • Lead development of internal documentation and creation of standardized runbooks
  • Manage incidents through the entire lifecycle: Identification, logging, categorization, prioritization, diagnostic, escalation, resolution and closure
  • Ensure adherence to compliance obligations and Service Levels for both response and resolution times
  • Generate reports leveraging existing systems and applications to actively manage, measure, and validate performance at the individual, group and customer levels while tracking against strict SLAs (e.g., resource utilization, SLA adherence, survey results)
  • Create and strictly adhere to operational procedures, reporting and escalation standards
  • Drive root cause analysis on recurring technical issues
  • Lead and/or collaborate on internal projects to drive continuous improvement


Minimal Qualifications

  • Minimum 5 years’ experience managing technical staff of more than 10 team members in an 24x7x365 Service Desk, NOC, or Operations Center


Location

  • Hyderabad, India

Education

  • Any Graduation/Post graduation in computer science or equivalant

Experience

  • 10+ years of overall IT experience

Skills

  • Strong customer satisfaction focus and able to communicate effectively with customers and team members
  • Experience using ServiceNow platform, administration skills a must but prefer implementation specialist experience
  • Understanding of ITIL Concepts
  • Experience developing processes, procedures, methods and key metrics using reporting and analytics to drive efficiencies, identify gaps, and provide governance over individual contributors and overall team to inform and direct customer experience
  • Excellent English written and verbal communication skills
  • Ability to work in a multicultural environment
  • Analytical skills to assist in the resolution of complex issues that may be time sensitive
  • Ability to handle multiple responsibilities and projects simultaneously
  • Ability to succeed in a fast paced and demanding environment
  • Must be willing to work flexible shifts and schedules including weekends and holidays
  • Good overall technical knowledge, specifically with remote support and cloud applications

Desired Qualifications

  • ServiceNow Certification – Administration or implementation specialist
  • ITIL Foundation Certification

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. More than 2,000 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries rely on Rimini Street as their trusted application enterprise software products and services provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. According to Gartner, the third-party support market will grow to $1.05 billion by 2023, a 200% increase. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $5 billion in total maintenance costs since its inception.

Be Treated Like the Best

  • Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
  • No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success
  • Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
  • We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation
  • All Rimini Street professionals are encouraged to grow and learn new skills

Accelerating Company Growth

  • Trading on Nasdaq under ticker symbol RMNI since October 2017
  • Added to the US Russell 2000® Index in 2018
  • Over 2,000 active clients, including 100 of the Fortune 500 and Global 100
  • 2019 fiscal year revenue of $281.1 million, up 10.9% year over year
  • Expanded operations in Eastern Europe, Latin America, Southeast Asia and the Middle East in 2019
  • Launched the global availability of Application Management Services for Salesforce, SAP and Oracle

Recent Industry Recognition

  • Received 34 awards in 2019, including 24 awards for excellence in customer service from awards companies such as the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service
  • Honored with two gold Stevie awards for Company of the Year in 2019,
  • The Rimini Street Foundation also recognized with a Stevie award in 2019 for Corporate Social Responsibility Program of the Year

In 2019, Rimini Street also partnered with 68 charities around the world through the Rimini Street Foundation, providing financial contributions, in-kind donations and more than 800 employee volunteer hours, and expanded its charitable work to Germany and Taiwan.

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.

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Manager, Service Desk

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