Global Helpdesk Manager

3 weeks ago

hyderabad, India Maxeon Full time

Powering Positive Change™   

   

In a world of constant change, the only way to make a meaningful impact is to stay ahead of the curve. That’s why at Maxeon Solar Technologies we've been pushing the boundaries of solar innovation every day for 35 years – from the very edge of outer space to countless rooftops below.    

    

Our highly advanced solar products are powering the fight against climate change in more than 100 countries around the globe. And our brilliant, passionate, and driven team of more than 5,000 people globally are Powering Positive Change™ every day.    

   

Are you ready to power positive change?  

 

Job Summary   

 

As we continue to grow, we are looking for a world-class Global Helpdesk Manager based in Hyderabad, India and reporting to the Global Desktop Support Manager . In an industry that is reshaping the world’s energy future, there's no better place to be.  

 

You will be responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting, and training representatives, and establishing customer service standards. The role requires a strong technical background, problem-solving, and excellent communication skills. We value pushing boundaries, holding ourselves to a higher standard, and thriving together. If you are ready to contribute to our journey of excellence, we invite you to be a part of our dynamic team 

 

You'll be responsible for:

 

  • Day-to-day management, resource planning and work allocation to meet agreed service levels.
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices and implement ITIL standards.
  • Analyze the business requirements of all departments to determine their technology needs
  • Develop daily, weekly, and monthly reports on help desk team’s productivity
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
  • Develop and maintain knowledge base
  • Other tasks that will be assigned by the leader from time to time

 

You should bring:

 

  • Degree in Information Technology, Computer Science, or equivalent
  • Minimum 7 years’ experience in Service Desk, IT call center handling, IT service delivery or related end user facing services
  • Ability to develop rapport, trust, and open communication that enhances the growth and performance of direct reports
  • Experience as team lead managing a team of SD Agents' work matters including their duty roster planning, issues, concerns, escalations, trainings etc
  • Strong planning skills and analytical
  • Common desktop hardware software knowledge, M365 services, Active Directory, network and system.
  • Good verbal and written communication skills, able to work in a team, possess cross-culture experience, project management skills

 

Safety Compliance

Your safety is our number one priority at Maxeon. All our employees must complete regular workplace safety training and comply with our mandatory safety standards.

 

Equal Employment Opportunity

It is Maxeon’s policy to provide equal employment opportunity to all applicants and employees. Maxeon will not tolerate unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by national, local, state or federal laws or regulations.

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