Service Desk Manager na Burns & McDonnell

Team Leadership & People Management
•Manage the India-based CX team’s day-to-day operations, including developers, solution specialists, and service desk team.
•Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning.
•Oversee workload distribution, career development, and performance management.
Platform Enablement & Development Support
•Oversee the development and enhancement of ServiceNow scripts, workflows, and integrations in alignment with U.S. CX platform governance.
•Support and enable the Moveworks AI-driven support platform to ensure effective response automation and continuous improvement.
•Lead Nexthink digital employee experience initiatives by building actionable insights and driving scripting enhancements.
•Drive automation-first solutions across ServiceNow, Moveworks, and Nexthink to reduce manual tasks, proactively resolve issues, and deliver seamless employee experiences.
•Ensure all solutions follow best practices for scalability, security, and maintainability.
Service Desk Operations
•Manage Service Desk operations to ensure timely and high-quality resolution of end-user issues.
•Monitor performance against defined SLAs and KPIs to ensure operational excellence.
•Identify opportunities to improve incident, request, and problem management processes.
•Collaborate with global teams to align service delivery with ITSM and ITIL best practices.
Collaboration & Stakeholder Communication
•Act as the primary liaison between India-based teams and U.S. CX leadership.
•Provide regular project updates, track progress, and manage risks.
•Support global IT service delivery goals and ensure alignment with CX strategies.
Continuous Improvement & Innovation
•Promote best practices in platform development, ITSM processes, and automation frameworks.
•Identify and implement process improvements to increase efficiency, reliability, and end-user satisfaction.
•Encourage experimentation with new features and emerging technologies.
 

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 10+ years of experience in IT, with 5+ years managing ServiceNow, automation platforms, and IT Service Desk operations.
• Proven experience leading teams in a global matrix environment.
• Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink.
• Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations.
• Excellent communication and interpersonal skills to effectively engage with U.S.-based leadership and global stakeholders.
• Demonstrated ability to manage both platform enablement and service delivery functions effectively.
• Strong leadership skills to foster collaboration, innovation, and professional growth within the team.