Manager/Senior Manager - Service Delivery & Help Desk

GENERAL SUMMARY :

Candidate should have an excellent communication skills and solid track record of setting up business/operation, should have worked as service manager or delivery manager, should have worked with big brand names, should possess ability to build operation from scratch, international exposure is a must, should have good understanding of IT, will be responsible for implementation of IT offshore projects, ITIL certified is preferred. Candidate should be from technical background.

Should have in-depth knowledge on Service desk & Desktop support Services to understand and deliver the customer requirements. Should have a minimum of 15 years- experience in operational/Transition/Transformation activities in these tracks out of which a minimum of 2 years in a senior management role. Candidate should have SMB experience (Working with a small organization and SME market segment)

Essential Duties and Responsibilities :

Service Desk Management :

- Manages the everyday tasks for Global help desk 24x7 support process and work closely with Global Infrastructure and NOC teams

- Works closely with the business, works in an integrated Global support team, manages the team of engineers and supervisors, enables the team for a scalable 24x7 support, follows best in class industry standards/ procedures support, supervisors, infrastructure, incident management, service delivery.

- Define and implement processes to improve the service desk efficiency. Effective change management and drive the change through customer and internal teams.

- Define and implement performance score card to the service team and report the improvement plan.

Operational Management :

- Overall responsibility of managing & implementation of the Infrastructure Management operation project/projects at offshore, while coordinating and working closely with the management and customer teams in US to ensure processes and service levels are implemented and managed as designed.

- Design and develop business performance reports for defined business segments and report to executive management team

- Responsible for the ongoing process improvement to minimize variability and maximize profitability

- People Management. Mentor team leads and members.

- Ensuring policies are followed consistent with the overall Organization policies

- Identifying and developing system and process improvement to decrease costs and enhance service levels.

Capacity Management :

- Coordinate closely with US sales team & Indian offices, developing methods to track performance and capacity to deal with work volume volatility.

- Identify and execute on plans to eliminate operational inefficiencies, develop business best practices and design optimal solutions

- Interact effectively with Senior Management, clients and vendors to ensure adherence to stated service levels

- Relationship management with clients, handle escalations, Service delivery, Achieve operational efficiencies & targets.

- Onboard new team members and co-ordinate induction with process

- Should have handled customers directly, this is must. Should have stronger customer management experience.

- Ability to perform Incident, Change, Problem and Capacity management

Additional Duties and Responsibilities :

- Improve customer service, perception, and satisfaction

- Ability to work in a team and communicate effectively

- Escalate service or project issues that cannot be completed within agreed service levels

- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

- Develop in-depth knowledge of the service catalog and how it relates to customer's needs

- Document internal processes and procedures related to duties and responsibilities

- Responsible for entering time and expenses in ConnectWise as it occurs

- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required :

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP is preferred.

Interpersonal skills : Such as telephony skills, communication skills, active listening and customer-care

- Diagnosis skills of technical issues

- Ability to multi-task and adapt to changes quickly

Technical awareness :

- Ability to match resources to technical issues appropriately

- Service awareness of all organization's key IT services for which support is being provided

- Understanding of support tools, techniques, and how technology is used to provide IT services

- Typing skills to ensure quick and accurate entry of service request details

- Self-motivated with the ability

Ruchy Dev