Senior Service Desk Operations Manager

3 days ago

Pune, Maharashtra, India Mphasis Full time
Job Description

We are seeking a seasoned Service Desk Team Lead to join our Mphasis team in Pune. As a key member of our service desk operations, you will be responsible for overseeing the day-to-day activities and ensuring that our customers receive exceptional support.

Responsibilities
  • Servicing Customers: Provide timely and effective solutions to customer inquiries, escalating complex issues as needed.
  • Team Leadership: Supervise and mentor a team of customer support specialists, providing guidance on technical and soft skills.
  • Ticket Management: Review and analyze ticket data to identify trends and areas for improvement, implementing process changes as necessary.
Requirements
  • Education: Bachelor's degree or equivalent experience in a related field.
  • Technical Skills:', ' Analytical skills', ' Effective Business Communication', ' Coaching skills', ' Operations Management', ' SLA Management', ' MS Office', ' Operational knowledge of contact center platform and ITSM tool', ' Performance Management skills', ' Conflict management skills', ' Capacity management', ' Presentation skills', ' Training need identification', ' Client Technical Service Awareness – Intermediate', ' Technical Troubleshooting - Account Management/password reset - Advance', ' Technical Troubleshooting - OS – Advance', ' Technical Troubleshooting - End Devices - Advance', ' Ticketing Tool – Advance', ' MS Office – Intermediate', ' Contact center platform operating skills – Intermediate', ' Contact center platform reports – Intermediate', ' Networking concepts – Intermediate', ' Client Process Knowledge – Advanced', ' DMAIC Methodology – Intermediate', ' Client Business Awareness – Advanced', ' Telephone etiquette – Expert', ' Email etiquette – Expert', ' Customer service skills – Expert', ' Knowledge Base Navigation Skills – Advanced', ' Analytical skills – Intermediate', ' Operations Management – Advanced', ' SLA Management – Intermediate', ' Effective Business Communication – Advance', ' Decision Making Skills – Advance', ' Measuring Performance/Performance Management Skills – Advance', ' Coaching for Success – Advance', ' Motivating Others – Advance', ' Conflict Management Skills – Advance', ' Patience – Advance', ' Managing Stress – Advance', ' Positive attitude to change – Advance', ' Attitude to feedback/willing to learn – Advance', ' Relating to Others – Advance', ' Influencing Others – Advance', ' Team Player – Advance', ' Insight into the Customer's Mindset – Advance', ' Solution Based Approach – Advance', ' Follow Through – Advance', ' Personal Credibility – Advance', ' Self-Development – Intermediate', ' Result Focus – Intermediate', ' Drive to Win – Intermediate', ' Recognize Efforts – Advanced', ' Approachability – Advanced', ' Dealing with Fairness – Expert', ' Fostering Team Work - Advanced'], 'non_technical_skills': ['Good in communication', 'Positive energy', 'Positive attitude', 'Self learner', 'Any Graduate or pursuing last year of Graduation']},

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