Project Support Services Director
7 days ago
Job Summary:
We are seeking an experienced Project Support Services Director to lead our Service Desk team in Mumbai and Pune. As a key leader, you will be responsible for managing the performance of Level 1 and Level 2 services, ensuring that service levels are achieved.
Key Responsibilities:
- Oversee the performance of the IT Service Desk team, ensuring that service levels are achieved and metrics/benchmarks are met.
- Develop and mature phone/ticket escalation processes, determine root cause of issues, and communicate effectively with internal and external customers.
- Train, coach, and mentor Service Desk Specialists, overseeing staff activities, scheduling, and occupancy.
- Provide data and reporting on KPIs and trends to stakeholders, developing strategies for improvement and making the Service Desk the single source of truth for IT.
- Monitor and manage phone queues, solutions repository, and advise management on situations requiring additional client support or escalation.
Requirements:
- Solid technical background with ability to give instructions to non-technical audiences
- Candidate must have at least 4 years of experience handling American and British customers
- Excellent written and verbal communication skills
- Good understanding of ITIL and Lean concepts
- Ability to motivate teams and achieve specific goals
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