Manager - Service Desk

105 Applied
Job Description



We are Genpact

From New York to New Delhi and more than 30 countries in between, our 90,000+ curious and courageous employees drive digital-led innovation and digitally enabled intelligent operations for our hundreds of Global Fortune 500 clients.
Our start-up spirit, coupled with our award-winning decades of solutions and end-to-end process and domain expertise, let us connect every dot, reimagine every process, and go deep to reinvent the world's biggest brands ways of working.
Because of our tremendous success-driven growth, we're rapidly expanding our team of transformational change agentspeople who think with design, dream in digital, solve problems with data and analytics, obsess over operations, focus on the details, and lead change with their curious, incisive, and courageous nature.
If you're a rule-breaker and risk-taker who sees the world differently and are bold enough to reinvent it, we could be a perfect match.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for
Inviting applications for the role of Manager, Service Desk This role will be responsible for leading Service Desk support team to provide excellent customer service and resolve all technical issues, along with managing and driving continues improvement to achieve organizational goals.
Responsibilities

  • Manage the help desk team and evaluate performance
  • Manage business relationships with Service Desk stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
  • Supporting Organization projects from IT service desk perspective to meet organizational goals
  • Recruit, train and support help desk representatives and technicians
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Leadership interaction and handling business escalation
  • Drive critical global failures impacting service desk operations
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team's productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
Qualifications

Minimum qualifications
  • Graduate, preferred in IT stream
Preferred qualifications
  • Experience in managing service desk in various global locations
  • Proven work experience as a Help desk manager
  • Sound understanding of Multimedia Call Center Technologies and various channels of support
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written, verbal and communications skills
  • Team management skills
  • Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.
  • Should have in depth understanding of End User Computing and Service Desk area of operations
  • Exceptionally high motivational levels and needs to be a self-starter

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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Job Source: www.genpact.com

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