Supervisor, Global Service Desk

3 weeks ago

Gurugram, India Concentrix Full time

About Concentrix


Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people.


Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.


Visit www.concentrix.com to learn more.


Location: Gurugram (Work from Office)

Shift: 24*7 (5-Days)

SP Infocity


Supervisor, Global Service Desk (JC1884)

As a Supervisor Service Desk, you play a pivotal role in overseeing the first-level support team at the service desk. Your responsibilities encompass mentoring, staffing scheduling, and providing technical leadership.


Key Responsibilities:


Operational Supervision:

  • You supervise the day-to-day operations of the organization’s help desk, ensuring that appropriate staffing levels are maintained to promptly address incoming trouble requests.
  • Collaborating with IT resources (such as developers and third-party vendors), you resolve complex escalated trouble requests.
  • You work closely with network services, software systems engineering, and application development teams to restore service and identify underlying problems.
  • Managing the troubleshooting tracking log, you ensure timely resolution of issues.
  • Coordination and supervision of daily activities within the business or technical support or production team fall under your purview.


Qualifications and Skills:

  • Technical Expertise: You possess experience with software/hardware platforms, operating systems, and programming languages.
  • Project Management: Familiarity with project management methodologies, supporting tools, and metrics techniques.
  • Effective Communication: Strong written and verbal communication skills.
  • Leadership Abilities: You can lead a team, manage multiple tasks, prioritize effectively, and meet project timelines.
  • Mentoring and Coaching: Ability to guide and provide direction to team members.
  • Attention to Detail: A keen eye for accuracy and precision.
  • Quality Tools Knowledge: Familiarity with quality control tools is advantageous.
  • Transaction Monitoring: Understanding of transaction monitoring processes.


Experience and Education:

  • 2-4 Years of Experience: You have practical experience in a similar role.
  • Bachelor’s Degree Preferred: An educational background in a relevant field.
  • Proficiency in Microsoft Office: Familiarity with Office tools.
  • Self-Starter and Pressure-Resilient: You thrive in a dynamic environment and work well under pressure.
  • Professionalism and Relationship Building: You foster a sense of professionalism and build strong working relationships within your team.


• Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments • Coordinates and supervises the daily activities of business or technical support or production team members • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager • Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback

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