FTE Helpdesk Manager

2 weeks ago


Noida, Uttar Pradesh, India Iron Systems Full time

JOB DESCRIPTION:

Level 3 Role requirement: Managing a team of FTE helpdesk Associates and Leads.
KEY JOB RESPONSIBILITIES:
Management & training of FTE Helpdesk Team (Leads and Associates). Manage all FTEs across the globe. From onboarding to Job Management, Billing and offboarding Management of WorkMarket assignments for FTEs and Backfills. Drive Cross-functional collaboration for Tracking, routing and redirecting problems/escalations to correct cross-functional teams. Manage escalations, Service Contract Review, SLA Management & related process improvements. Management of FTE processes, in regard to various HR related topics such as Salary, compensation, onboarding timelines, leaves etc., along with resolution of issues and problems pertaining to same. Maintain FTE files and records in electronic and paper form. Manage and address FTE grievances by forwarding the same to concerned department and follow up for resolution. Preserve and grow your knowledge of help desk procedures, products, and services. Drive Implementation of both internal and external (client) SLAs in regard to FTE Helpdesk processes. Compile Data Reports (SLAs/KPIs). Handling multiple stakeholders and addressing Cross-functional team requirements. Monitoring key performance indicators, such as cost, hours, and resources. Implementing changes to reduce costs and improve efficiency. JOB QUALIFICATION:
Graduate/Postgraduate. Certifications: PMP, ITIL, Six Sigma Experience required around 10 Years REQUIRED SKILLSET:
Strong communication skills Problem Solving and Critical Thinking Skills Should be good in email conversation. Proactive Time Management Program Management Data Processing Skills Strategic Planning Decision Making
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