OverviewBank of America is one of the worlds leading financial institutions, serving individual consumers, small and middle-market businesses, and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.We are a part of the Global Business Services which delivers technology and operations capabilities to all Bank of America lines of business (LOB) and enterprise functions.Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals businesses and institutional investors we serve worldwide.*BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.Process OverviewTechnology Infrastructure (TI), part of the Global Technology & Operations organization, consists of more than 6,600 employees worldwide. With a presence in more than 35 countries, TI designs, builds, and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. TI delivers industry-leading infrastructure products and services to the companys employees, customers, and clients around the worldJob DescriptionTechnology Service Desk manager role expects to be a technical and customer satisfaction Subject Matter Expert with good knowledge of ITIL framework & Processes. Role would focus on the day-to-day operations, technical challenges and provide coaching/guidance to GBS Service desk agents and strategize and implement industry best practices from a Service Desk Standpoint. Role is essential for running the operations as GBS ServiceDesk team serve as an important escalation point for their deep expertise in voice calls management/incident management/service request fulfilment. Should be able to manage & provide a flawless Service Desk support to 27 K GBS users.ResponsibilitiesCandidate with 10 years of in-depth, hands-on experience working with large scale incident management skillsCandidate will be responsible for end-to-end management of vendor resourcesProvide technical assistance and support on escalations and difficult customersBuild key stakeholder relationships and lead by example within the teamProvide subject matter and functional expertise to help specialists and agents and teams managing QA, Remote support, Service Desk.