Manager Service Desk

1 week ago

Gurgaon, Haryana, India Encore Capital Group Full time

About Our Company

We are more than a finance company specializing in debt recovery solutions for individuals. We are a diverse global team of over 4,000 employees dedicated to empowering consumers to kickstart their journey towards financial recovery and create a better life for themselves and their loved ones. We firmly believe that achieving this mission necessitates the recruitment of exceptional individuals who bring a range of ideas, a collaborative mindset, and a drive for delivering outstanding results. If you are someone who thrives on achieving goals, enjoys assisting others, and excels in an innovative setting, this could be the perfect fit for you.

Role Title

Manager Service Desk

Job Category

End User Support

Key Responsibilities

  • Provide leadership and direction to the service desk team, establishing clear objectives and priorities for efficient operations.
  • Manage a team of service desk analysts by overseeing hiring, training, and performance evaluations.
  • Develop and implement service desk policies, procedures, and standards.
  • Monitor and optimize service desk activities such as incident management, problem management, and change management.
  • Collaborate with other IT teams to ensure smooth integration and coordination of service desk activities.

Requirements

Education: Bachelor's degree in Technology/Engineering or related field

Experience: 7+ years in utilizing ITSM tools and 3+ years in team management

Certifications: HDI Support Manager, Microsoft Professional Certification A+, leadership training, and ITIL4

Skills and Attributes:

  • Proven leadership in customer service inquiries handling
  • Experience in managing service desk operations in an ITIL-based environment
  • Strong IT service management knowledge and skills
  • Excellent leadership, communication, and problem-solving abilities
  • Proficiency in IT service desk software tools such as ServiceNow or Remedy

Preferred Qualifications

Education: Bachelor's degree in Technology/Engineering or equivalent

Experience: 6+ years working with ITSM tools and 3+ years in team management

Certifications: CompTIA A+ or Network+, Microsoft Professional Certification A+, leadership training, and ITIL4

What We Offer

We acknowledge the importance of work-life balance, fun, professionalism, and community engagement. Our company is committed to supporting your career progression and providing benefits that enhance your quality of life. Our compensation and benefits programs focus on you as an employee, prioritizing support, development, and recognition. We provide various wellness initiatives, educational opportunities, and promotion paths from within. These initiatives exemplify our recognition of your value, understanding of your priorities, and appreciation of your contributions.

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