The ServiceNow Desk Manager (Genesys ACD-IVR System) is responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.

Responsibilities:

ServiceNow Desk Manager (Genesys ACD-IVR System) will oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
We would like you to be able to administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self-service options, and enhanced user experiences.
Experience Imple...