Helpdesk Supervisor-ITIL

NTT America, Inc.; Dadri; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA in Noida, Uttar Pradesh, India invites experienced ITIL-oriented Helpdesk Supervisor to lead a frontline IT support team. You will oversee the resolution of hardware, software, networks and peripheral issues, ensuring high service levels and timely problem solving.

You will assign work, mentor staff, support hiring and performance reviews, and collaborate with cross-functional teams to drive service delivery and business process improvements across global operations.

Qualifications

• Provides front-line supervision to a team of 2 or more employees.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
• Ensures client service levels and performance metrics are met by team.
• May directly manage individual contributor subject matter experts.
• Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties.

Responsibilities

• Provides front-line supervision to an operational, production, sales, service or administrative team of 2 or more employees.
• Supervised team typically responsible for high number of transactions or processes.
• Assigns work to direct reports.
• Recommends and takes action on hiring, firing, promotions, and disciplinary actions.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
• Ensures client service levels and performance metrics are met by team.
• Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems.
• Leads a team who support and maintain more complex computer and network systems.
• Provides guidance and recommendations that drive results to improve business processes and client service delivery.
• May directly manage individual contributor subject matter experts.
• Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad Directs, manages and provides thought leadership to thirdlevel leaders that lead cross- functional teams domestically and/or globally.
• Working with executive leadership, develops, directs and drives key business strategies that provide the Career Architecture and Job Catalog
• Directs team to follow and comply with preestablished helpdesk policies, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Maintains relationships with vendors.
• Leads technical support team that provides post sales client support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities.
• Resolves client escalations Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service delivery.

Skills

Leadership

Communication

Project management

Customer service

Team building

Job description

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,

We are currently seeking a Helpdesk Supervisor-ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

• Provides front-line supervision to an operational, production, sales, service or administrative team of 2 or more employees.
• Supervised team typically responsible for high number of transactions or processes.
• Assigns work to direct reports.
• Recommends and takes action on hiring, firing, promotions, and disciplinary actions.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
• Ensures client service levels and performance metrics are met by team.
• Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems.
• Leads a team who support and maintain more complex computer and network systems.
• Provides guidance and recommendations that drive results to improve business processes and client service delivery.
• May directly manage individual contributor subject matter experts.
• Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad Directs, manages and provides thought leadership to thirdlevel leaders that lead cross- functional teams domestically and/or globally.
• Working with executive leadership, develops, directs and drives key business strategies that provide the Career Architecture and Job Catalog
• Directs team to follow and comply with preestablished helpdesk policies, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Maintains relationships with vendors.
• Leads technical support team that provides post sales client support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities.
• Resolves client escalations Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service delivery.

• Strong ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Good leadership and team building skills.
• Good project management skills.
• General knowledge of product lines, technical knowledge.
• Significant client service skills.
• Ability to develop and lead a team to deliver key business results.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com (http://us.nttdata.com/en)

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 recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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 (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .