FTE Helpdesk Team Lead

3 weeks ago

Noida, Uttar Pradesh, India Iron Systems Full time

Job Title: FTE Helpdesk Team Lead

Job Summary:

Iron Systems is seeking a highly skilled FTE Helpdesk Team Lead to manage a team of FTE helpdesk associates and leads. The successful candidate will be responsible for managing all FTEs across the globe, from onboarding to job management, billing, and offboarding.

Key Responsibilities:

  • Manage and train FTE helpdesk team leads and associates.
  • Manage all FTEs across the globe, including onboarding, job management, billing, and offboarding.
  • Manage WorkMarket assignments for FTEs and backfills.
  • Drive cross-functional collaboration for tracking, routing, and redirecting problems/escalations to correct cross-functional teams.
  • Manage escalations, service contract review, SLA management, and related process improvements.
  • Manage FTE processes, including HR-related topics such as salary, compensation, onboarding timelines, leaves, and related issues.
  • Maintain FTE files and records in electronic and paper form.
  • Manage and address FTE grievances by forwarding them to the concerned department and following up for resolution.
  • Preserve and grow knowledge of help desk procedures, products, and services.
  • Drive implementation of internal and external SLAs for FTE helpdesk processes.
  • Compile data reports (SLAs/KPIs).
  • Handle multiple stakeholders and address cross-functional team requirements.
  • Monitor key performance indicators, such as cost, hours, and resources.
  • Implement changes to reduce costs and improve efficiency.

Qualifications:

  • Graduate/Postgraduate degree.
  • Certifications: PMP, ITIL, Six Sigma.
  • At least 10 years of experience.

Required Skills:

  • Strong communication skills.
  • Problem-solving and critical thinking skills.
  • Good email conversation skills.
  • Proactive.
  • Time management.
  • Program management.
  • Data processing skills.
  • Strategic planning.
  • Decision-making.

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