Helpdesk Supervisor-ITIL

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida, Uttar Pradesh, India is seeking a Helpdesk Supervisor-ITIL to lead a dynamic IT support team and uphold service standards. The role emphasizes directing a team of 2+ members, coordinating with stakeholders, and driving improvements in client service and operations under ITIL guidelines.

The successful candidate will drive ownership of support issues, ensure performance metrics are met, and collaborate with executive leadership to shape career architecture

Qualifications

• Experience supervising a team of 2+ employees.
• Ability to communicate complex technical information to stakeholders.
• Strong leadership and project management skills.
• Knowledge of ITIL concepts and client service delivery.

Responsibilities

• Supervise an operational, production, service or administrative team of 2+ employees and assign work to reports.
• Lead hiring, firing, promotions, and disciplinary actions as required.
• Guide users over the phone and electronically to resolve hardware, software, networks and peripherals issues.
• Ensure service levels and performance metrics are met by the team.
• Lead larger teams for maintenance of complex systems and cross-functional projects.
• Direct teams domestically and/or globally, providing thought leadership across specialties.
• Develop and drive key business strategies with executive leadership for improved client service delivery.
• Follow established helpdesk policies and procedures and mentor team members.

Skills

Team leadership

ITIL knowledge

Technical communication

Project management

Client service

Job description

Job Summary

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

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

• 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.