Helpdesk Supervisor-ITIL

Req ID: phone_number

Job Summary

We are currently seeking a Helpdesk Supervisor-ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Responsibilities

• Provides front-line supervision to an operational, production, sales, service or administrative team of 2 or more employees.
• Supervised team typically responsible for high number of transactions or processes.
• Assigns work to direct reports.
• Recommends and takes action on hiring, firing, promotions, and disciplinary actions.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
• Ensures client service levels and performance metrics are met by team.
• Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems.
• Leads a team who support and maintain more complex computer and network systems.
• Provides guidance and recommendations that drive results to improve business processes and client service delivery.
• May directly manage individual contributor subject matter experts.
• Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad Directs, manages and provides thought leadership to thirdlevel leaders that lead cross- functional teams domestically and/or globally.
• Working with executive leadership, develops, directs and drives key business strategies that provide the Career Architecture and Job Catalog.
• Directs team to follow and comply with preestablished helpdesk policies, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Maintains relationships with vendors.
• Leads technical support team that provides post sales client support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities.
• Resolves client escalations.
• Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service delivery.

Skills

• Strong ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Good leadership and team building skills.
• Good project management skills.
• General knowledge of product lines, technical knowledge.
• Significant client service skills.
• Ability to develop and lead a team to deliver key business results.