What are the responsibilities and job description for the Service Desk Manager position at Tranzeal Incorporated?
Job Title: Service Desk Manager
Location: Santa Clara, CA
Job Summary:
Seeking a results-driven Service Desk Manager with experience in the semiconductor industry. Must have a proven track record from Service Desk Agent to Management roles, expertise in AIOps, automation, Power BI, and ServiceNow dashboards, and a strong background in IT service management.
Key Responsibilities:
- Lead service desk team to ensure high-quality, efficient service delivery.
- Oversee incident management, request fulfillment, and escalations.
- Implement ITIL best practices and drive process improvements.
- Automate workflows using ServiceNow and AI-driven solutions.
- Maintain client relationships, provide updates, and track performance metrics.
- Develop and mentor a high-performing team.
Qualifications & Skills:
- 10 years in Service Desk management roles.
- Hands-on Power BI and ServiceNow experience.
- ITIL expertise (ITIL v4 preferred).
- Proven success in AIOps and automation for service desk operations.
- Strong leadership, problem-solving, and communication skills.
