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 Manager

Location(s)

India - Remote

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