Global Service Desk Manager Job Vacancy in LDM Global Mohali, Punjab – Updated today
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Full Details :
Company Name : LDM Global
Location : Mohali, Punjab
Position :
Job Description : EXO Edge is looking for an experienced Service Desk Manager to lead a 24×7 IT helpdesk team providing L1/L2/L3 support consistently across the organization. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey at EXO Edge, you will be:
Primarily focused on:
Ensuring smooth IT support operations
Contributing to help desk policies, procedures and ensure their implementation
Enrichment of IT support knowledge base and training
Fulfilling the below roles and responsibilities:
Manage 24×7 global service desk team providing phone, email, and live chat support in line with the agreed SLAs
Monitors metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents
Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
Measure, monitor, and strive to improve upon the agreed operational SLAs with the client keeping a close eye on customer feedback
Manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts
Identify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as per individual, and business requirements
Maintain knowledge articles for commonly requested information and suggest improvement based on user feedback
Mentor individuals/teams to address development needs
Bringing in the below education and experience:
Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience
8+ years of team management experience in a global IT Help Desk, managing technical teams supporting phone, email, and live chat support
Technically sound in:
Ticketing Tools: ServiceNow, Zendesk, etc.
Property Management systems: Yardi, Entrata, and RealPage
IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)
Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI
Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.
Job Location:
Mohali
Reporting to:
Head of IT Services
This post is listed Under Technology
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