ServiceDesk Manager

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Job Title: ServiceDesk Manager

City: Guadalajara

State/Province: Jalisco

Posting Start Date: 6/19/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

ServiceDesk Manager

Role:

Manage end-to-end Service Desk operations for a delivery center

Ensure adherence to SLAs, KPIs, and service quality targets

Oversee incident, request, and escalation handling

Own service performance metrics (AHT, SLA, CSAT, backlog, etc.)

Drive reporting cadence (daily / weekly / monthly governance reviews)

Review ticket aging, backlog trends, and improvement actions

Manage Team Leads and large service desk teams

Monitor performance and drive productivity improvements

Engage with customers for service reviews and escalations

Ensure customer satisfaction and transparency in operations

Implement ITIL-based processes and governance

Drive SIP (Service Improvement Plan) and CIP initiatives

Identify automation and optimization opportunities

Support new transitions (knowledge transfer, documentation, setup)

Ensure smooth integration into BAU operations

Plan staffing, capacity, and demand management (with WFM)

Ensure optimal resourcing and shift coverage

Mandatory Skills: Service Desk Management .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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