Service Desk & EUC Operations Manager

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