Service Desk Manager

2 weeks ago

Gurgaon, Haryana, India Teleperformance Full time

Interested candidates can drop a note at " ".

Work Location: Gurgaon

Work Timings: 24*7 (Rotational shift)

Mode of Work : work from Office

Yrs of experience : 10-12Yr s

Purpose of Position

Leading and supervising all the internal support for Technology Operations. Ensure operational continuity. As well oversees coordinating, leading, and ensuring internal SLA with proper response to all IT incidents and requisitions. As a senior leader, the Senior Manager Technology Operations liaises with other members of the Global and Site level leadership team to develop and implement Technology strategy.

Roles & Responsibilities:

  • Supervise the planning and implementing new equipment and services, as well for keeping equipment and services running.
  • Provide technical leadership and support for all planned and unplanned events.
  • Participate in the technical mentoring, training, and education of team members.
  • Determine business requirements, propose changes, and develop migration and implementation plans.
  • Manages the resolution of architecture and operations incidents.
  • Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to our clients and employees.
  • Guide efficient and effective end-user services, including desktop support and technical support services.
  • Ensure compliance with industry standards, regulations, and best practices in IT operations.
  • Ensure the availability, performance, and security of IT systems and infrastructure, and develop and implement disaster recovery and business continuity plans.
  • Collaborate with other departments to identify and resolve IT issues, implement new technologies, and improve IT operations processes and procedures.
  • Participate in the development of business case justifications and cost/benefit analyses for IT spending and initiatives.
  • Lead IT Projects within established time frames and budgets. Serve as IT Technical resource on project when needed.
  • Participate with the senior management team to define business and systems requirements.
  • Translates Technology direction and client needs into team vision and deliverables.
  • Ability to work with minimum supervision always achieving the goals and result oriented and takes personal responsibility for resolving service issues.
  • Have notion of own limitations, strengths, emotion and doesn't let own biases interfere with the goal.
  • Should be well versed with Enterprise grade technology and setup.

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