Helpdesk Supervisor-ITIL (Noida, UP, IN)

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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.

Required: • 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.