Responsibilities:
Lead and manage a team of support professionals, providing coaching, mentoring, and performance management.
Oversee the day-to-day operations of the service desk, ensuring efficient incident and request resolution.
Develop, implement, and maintain service delivery processes in accordance with ITIL best practices.
Manage service level agreements (SLAs) with clients, proactively identifying and mitigating risks.
Monitor and report on key service delivery metrics (KPIs) such as resolution times, first call resolution rates, and customer satisfaction.
Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency.Escalate critical issues and manage relationships with other teams (development, infrastructure) to ensure timely resolution.Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment.
Develop and maintain documentation related to services, processes, and procedures.
Contribute to the development and implementation of new service offerings.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
Minimum 7+ years of experience in IT service delivery or a related field.
Proven experience in leading and managing a team of technical support professionals.
Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus).
Experience with service level agreements (SLAs) and service management tools.
Excellent problem-solving and analytical skills.
Strong communication, interpersonal, and negotiation skills.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent organizational and time management skills.
Experience with ticketing systems and IT service management tools (e.g., ServiceNow) a plus.Technical Tools (Basic understanding and knowledge is sufficient):
Monitoring Tools (choose any one):
IT Resource Management (ITRM) tools (e.g., ServiceNow Discovery)
Application Performance Management (APM) tools (e.g., Dynatrace, AppDynamics)
Security Information and Event Management (SIEM) tools (e.g., Splunk, Sumo Logic)
Ticketing Tools (choose any one):
Service Management tools (e.g., ServiceNow)
Project Management tools (e.g., Jira)
RPA Tools (Optional)Robotic Process Automation (RPA) tools (e.g., UiPath, Blue Prism)
Configuration Management Tools (Optional):
CMDB (Configuration Management Database) tools (e.g., ServiceNow CMDB, BMC Helix CMDB)
Communication & Collaboration Tools (OptionalSlack, Microsoft Teams
Version Control Systems (Optional):
Git, Subversion
Cloud Management Tools (Optional):
AWS Management Console, Azure Portal, Google Cloud Console
Security Tools (Optional):
Security Information and Event Management (SIEM) tools (e.g., Splunk, Sumo Logic)
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 36,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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