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Helpdesk Operations Manager

2 weeks ago

Kolkata, West Bengal, India Capgemini Full time

Job Description

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We are looking for a skilled Helpdesk Operations Manager to join our team at Capgemini. In this role, you will be responsible for managing the overall operations of a helpdesk or support center. This includes ensuring all systems and manual processing meet Service level agreements, managing escalations, and service issue management.

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You will also be responsible for stakeholder management and relationship building, as well as client focus and responsiveness. Identifying areas for improvement and ensuring high levels of customer satisfaction are also key aspects of this role. Additionally, you will work closely with management and share periodic service delivery reports and review decks, as well as manage budgets and primary skills such as strong process knowledge in workforce administration and employee data administration.

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As a Helpdesk Operations Manager, you will have the opportunity to develop your project management skills in a business corporate environment. You will also have experience of managing employee life cycle activities such as personal job pay changes, HR documentation, new hire onboarding, transfers, leave, absences, promotions, relocations, and separations. System data entry experience in SAP, Oracle HCM, Taleo, SuccessFactors, etc. is also essential for this role.