IT Support Manager
2 weeks ago
- Manage the Service Desk team ensuring efficient and consistent adherence to SLAs and team performance
- Consistently ensure customer service is paramount and agreed Service Levels are met in a timely and accurate manner
- Recruit, train, and support the ITS Team based in India (including ITS Systems/Support Officers, and other associated roles)
- Set and manage customer service standards and Service Levels (via appropriate Service Level Agreements
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team's productivity
- Provide customer feedback to the appropriate internal teams, like product developers.
Skill sets experience we require:
- Minimum 3+ years' experience managing and building and managing IT teams
- Practical experience with IT Service Desk platforms, procedures & protocols (ITIL, etc.), Solid technical background with an ability to communicate to a non-technical audience and management
- Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills
- Proficiency and skill with regard to team management, and the ability to lead & coach a high performing team
Qualifications:
- Bachelor's degree in Computer Science, Information Technology or relevant field
Job Type: Full-time
Pay: ₹35, ₹50,000.00 per month
Benefits:
- Provident Fund
Application Question(s):
- Kindly mention your current salary package
Work Location: In person
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