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:
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Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
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Manage and promote development of Service Desk team members
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Ensure Service Desk operations meet the agreed SLAs and KPIs
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Implement Service Desk processes and continuous improvement initiatives
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Monitor customer satisfaction and implement improvement actions
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Coordinate with other service teams for seamless issue resolution
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Maintain Service Desk knowledge base and self-service capabilities
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Analyze Service Desk metrics and trends for operational insights
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Support major incident management and communication activities
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Implement tools and technologies to improve Service Desk efficiency
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Ensure Service Desk alignment with the overall service delivery strategy
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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
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Master’s degree or equivalent experience in IT service management or equivalent combination of education and experience
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10+ years’ experience in service desk or customer support operations
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5+ years in supervisory or management role
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Strong understanding of ITIL Service Operation processes
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Experience with Service Desk tools and ticketing systems (ServiceNow)
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Excellent customer service and people management skills
Preferred Characteristics
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ITIL certification (Intermediate or Expert level)
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Experience with Service Desk management platforms (ServiceNow)
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Knowledge of workforce management and scheduling tools
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Understanding of customer experience and satisfaction metrics
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Leadership and team development experience
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Experience with Service Desk automation and AI/chatbot implementations