Inviting applications for Manager - IT Operations (Helpdesk/Desktop team) - Job Type : Full-Time Location : Pune Shift Timings : Willing to work on rotational basis 24 x 7. Team Management : Yes Roles and Responsibilities: (Daily, Weekly, Monthly job duties) Oversee the entire IT Help Desk staff at Pune and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. - Ensure high availability of office and contact center user infrastructure. - Responsible for maintaining and supporting all end user computing devices, applications, phone infra etc. - IT Service Management services: Incident, Request and Change management - Partner with the InfoSec team to enforce end-point security standards and to assist during security incidents - Reporting: Metrics, KPIs and SLAs - Conduct research on emerging products, services, and standards in support of help desk technology procurement and development efforts. Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues. - Perform staff scheduling to ensure Help Desk 24 x7 coverage. - Manage the Help Desk staff including consultation on performance evaluations, promotions and hiring process. - Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems. - Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. - Ensure that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the needs of the department. - Solve problems and take quick decisions with respect to Help Desk responsibilities. - Ensure that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions. - Coordinate training requirements of Help Desk personnel. - Develop and maintain Service and Business Level Agreements to set expectations and measure performance. - End user incident resolution: 98% within defined SLAs - Time to Resolve (End user incidents): 1hr Response; 4hr Resolution - IT Helpdesk costs optimization (Devices, tools, processes): 10% of the budget - Uptime &amp;SLA Management - Escalation Management &amp; Customer satisfaction - Attrition management &amp; timely Hiring - Compliance management - IT Leadership &amp; Stakeholder management Required Skills: - Management and supervisory skills along with Analytical and problem-solving skills. - Network &amp;Server Issue Management skills - IT Security &amp; Audits - Effective written, communications skills &amp;decision making skills - Team building skills, people &amp;time management skills Qualifications:(education, years of experience etc) - B. Tech., Diploma in Engineering - 10-12 Years of Technical and Management Experience - 2+ Years of Leadership Experience in leading large IT teams - ITIL Foundation certified - Knowledge of Compliance frameworks PCI, ISO 27K, ISO 20000 would be an added advantage - Ability to manage cross-functional, matrixed organizations; exert leadership in direct and indirect team structures; - Strong Project management skills; ability to prioritize tasks and work with multiple priorities; - Proven analytical, problem-solving and research skills; attention to detail Job Competencies: (Soft skills ex. Communication skills, behavioral, leadership skills etc) - IT Operations and Service Management - IT Audits &amp; Compliance - Team Hiring &amp; Augmentation - Project Management - Vendor Relationship Management - Expertise in ITIL Product &amp;Service Management Processes - Problem Solving Skills

Pune

Manager - Global IT Helpdesk - BPO/ITeS 

Manager - Global IT Helpdesk - BPO/ITeS  ,Job Description for Manager - Global IT Helpdesk - BPO/ITeS  in Fareportal India Pvt Ltd in  Pune for (10-15) years of experience. Apply Now!

Job Description for Manager - Global IT Helpdesk - BPO/ITeS  in Fareportal India Pvt Ltd in  Pune for (10-15) years of experience. Apply Now!