Helpdesk Senior Manager

NTT DATA Global Delivery Services Ltd; Dadri; On-site; INR 2,200,000 - 3,800,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd is seeking a Senior Helpdesk Manager to lead a large service desk team in Noida. The role emphasizes SLA/KPI governance, stakeholder management, and drive for continuous improvement. Strong leadership, communication, and project-management skills are essential for success.

The incumbent will oversee delivery across 24x7 operations, mentor team members, and collaborate with cross-functional partners to achieve cost savings and service excellence.

Qualifications

• 8+ years of Service Desk experience with at least 2 years in delivery management.
• Strong communication and presentation skills.
• People management & stakeholder management experience.
• Graduate degree preferred.
• Experience in leading 24x7 operations.
• Ability to work in a heterogeneous environment.
• Proficiency with Microsoft Office applications (Visio, Excel, PowerPoint).

Responsibilities

• Responsible for SLA’s & KPI’s.
• Customer/stakeholder relationship management.
• Analyze problems with the team and counterparts and suggest solutions.
• Service Improvement & Continuous Improvement plans.
• Cost savings and productivity improvement initiatives.
• Manage 24x7 Operations.
• Oversee performance of teams and team leads.
• Provide mentoring and upskilling of team members.
• Manage people attrition and cross-functional support.

Skills

People management

Stakeholder management

Budget management

Project management

Communication skills

Presentation skills

Leadership

Team building

Mentoring

Multi-tasking

Cross-functional collaboration

Experience in 24x7 operations

Education

Graduate degree preferred

Tools

Microsoft Visio

MS Excel

MS PowerPoint

Microsoft Office suite

Job description

Helpdesk Senior Manager - People Manager Req ID: 389610

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

Join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

General Duties and Responsibilities:

In these roles you will be responsible for:

• Responsible for SLA’s & KPI’s
• Responsible for customer/stakeholder relationship management.
• Analyze the problem with the team and counterparts and suggest a solution
• Responsible for Service Improvement plans and Continuous improvement plans.
• Responsible for Cost Savings and Productivity Improvement initiatives
• Participate in business/people related projects
• Demonstrates exceptional organizational skills.
• Demonstrates ability and success working in a team environment.
• Exhibits passion and alignment with our vision, values & operating principles.
• Provide cross functional support
• Managing 24x7 Operations
• Responsible for the performance of the teams, team leads
• Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member
• Responsible for upskilling / cross skilling team members
• People attrition management.

Requirements for this role include:

• Must have 8 plus solid years of Service Desk experience, 2 years in managing delivery for service desk.
• Sound Industry Domain Knowledge
• Strong Communication & Presentation skills
• People Management skills
• Stakeholder management.
• Budget / Cost pyramid management
• Transition management
• Project management
• Exceptional listening abilities and detail oriented
• Demonstrates the ability to multi-task.
• Ability to work in heterogeneous environment
• Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.

• Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional-level team members.
• Work is guided by operational and project objectives.
• Sets and communicates clear expectations for work outcomes and manages performance.
• First-level leader of non-exempt, exempt and first- level Supervisors.
• Provides guidance and recommendations that drive results to improve business processes and client service delivery.
• Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and team members.
• May lead cross functional projects or processes.
• Typically requires 8-10 years relevant experience.
• Includes 1-3 years managerial/ leadership experience.
• Graduate degree preferred.
• Experienced leadership and team building skills.
• Experienced project management skills.
• Moderate knowledge of product lines, technical knowledge.
• Strong client service skills.
• Experienced in developing and leading a team to deliver key business results.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For our EEO Policy Statement, please click here.

If you'd like more information on our EEO rights under the law, please click here.

For Pay Transparency information, please click here.

Experience Level Senior Level

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