Job Description
Job Title:  ServiceDesk Manager
City:  Guadalajara
State/Province:  Jalisco
Posting Start Date:  6/19/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

ServiceDesk Manager

Role:

  • Manage end-to-end Service Desk operations for a delivery center
  • Ensure adherence to SLAs, KPIs, and service quality targets
  • Oversee incident, request, and escalation handling
  • Own service performance metrics (AHT, SLA, CSAT, backlog, etc.)
  • Drive reporting cadence (daily / weekly / monthly governance reviews)
  • Review ticket aging, backlog trends, and improvement actions
  • Manage Team Leads and large service desk teams
  • Monitor performance and drive productivity improvements
  • Engage with customers for service reviews and escalations
  • Ensure customer satisfaction and transparency in operations
  • Implement ITIL-based processes and governance
  • Drive SIP (Service Improvement Plan) and CIP initiatives
  • Identify automation and optimization opportunities
  • Support new transitions (knowledge transfer, documentation, setup)
  • Ensure smooth integration into BAU operations
  • Plan staffing, capacity, and demand management (with WFM)
  • Ensure optimal resourcing and shift coverage

 
Mandatory Skills: Service Desk Management .

 

Experience: 5-8 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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