Manager - Technical Support / Service desk / Helpdesk Operations /SLA management /Client Interaction / People management /Transition Management

Desired Candidate ProfileThe Helpdesk Manager is responsible for managing the activities and responsibilities of the Service Desk team. As a part of this management, the Helpdesk Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.Desired Skills and ExperienceShould have 8-12 Years of exp. with min 6+ in Service desk operations• Preferred Professional IT Certifications, such as: ITIL, PMP, etc.• Knowledge and experience in cross-functional management methods and techniques• Knowledge of IT applications, processes, software, and equipment• Strong organizational, presentation, and customer service skills• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span• Skill in planning and preparing written communications• Skill in leading people and getting results with a strong customer orientation• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care• Ability to multi-task and adapt to changes quickly• Ability to work in a team and communicate effectively• 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 to work in a fast moving environment• Willing to work in 24/7 environmentJob Description • Should have 8-12 Years of exp. in BPO ops. with min 6+ in Service desk operations Manage the Service Desk team’s daily activities• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team• Manage the dispatch process of service requests to ensure full utilization of technical resources• Improve usage of IT Support resources and increase productivity of the team• Communicate with all parties in a constructive manner to guarantee customer expectations are met• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary• Perform customer follow-up to verify final resolution and determine satisfaction level• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements• Understand overall service desk objectives, as well as the role and function of each team member• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests• Assist the service desk team in design and development tasks• Contribute to the continuity of computer services by providing the necessary technical leadership• Drive problem investigations and resolution as required• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production• Design and maintain process documentation for the service desk team• Manage the process of implementing change efficiently and effectively• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices