Role: Service Desk ManagerType: Full TimeJob Description:- Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.- Coordinates with the IT teams of our clients in order to troubleshoot operations impacting issues by setting up a conference call with other IT departments.- Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.- Directs operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations.- Produces a detailed timeline for each application release and implements effective project control by monitoring the progress of the software release and reporting the status.- Directs and prioritizes the workload of subordinate personnel.- Approves all business requirements prior to the technical solution.- Participates on all hardware and software evaluations and maintains vendor contracts.- Represents the IT function at customer review meetings when appropriate.- Directs education programs for her/his staff.- Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications or trouble shooting.- Performs salary administration and conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel.- Define metrics to ensure the level of service defined are met.- Enforce procedures to provide the highest level of quality of service. (ref:iimjobs.com