About this role
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services. Job Title Service Desk & EUC Operations Manager Location(s) Pune Job Description Key Responsibilities:
• Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers • Manage and promote development of Service Desk team members • Ensure Service Desk operations meet the agreed SLAs and KPIs • Implement Service Desk processes and continuous improvement initiatives • Monitor customer satisfaction and implement improvement actions • Coordinate with other service teams for seamless issue resolution • Maintain Service Desk knowledge base and self-service capabilities • Analyze Service Desk metrics and trends for operational insights • Support major incident management and communication activities • Implement tools and technologies to improve Service Desk efficiency • Ensure Service Desk alignment with the overall service delivery strategy • Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support Basic Qualifications
• Master's degree or equivalent experience in IT service management or equivalent combination of education and experience • 10+ years' experience in service desk or customer support operations • 5+ years in supervisory or management role • Strong understanding of ITIL Service Operation processes • Experience with Service Desk tools and ticketing systems (ServiceNow) • Excellent customer service and people management skills Preferred Characteristics
• ITIL certification (Intermediate or Expert level) • Experience with Service Desk management platforms (ServiceNow) • Knowledge of workforce management and scheduling tools • Understanding of customer experience and satisfaction metrics • Leadership and team development experience • Experience with Service Desk automation and AI/chatbot implementations