Global Helpdesk Manager

3 weeks ago

Hyderabad, India Maxeon Full time

Powering Positive Change™  

 

Join Our Team at Maxeon: Global Helpdesk Manager – Where Innovation Meets Sustainability

 

Who We Are: Pioneers in Solar Energy at Maxeon, we're not just harnessing the power of the sun, we're leading a global energy revolution. Our mission? To champion solar energy for a sustainable future. In a world of constant change, the only way to make a meaningful impact is to stay ahead of the curve. That’s why at Maxeon Solar Technologies we’ve been pushing the boundaries of solar innovation every day for 39 years – from the very edge of outer space to countless rooftops below.        

Our highly advanced solar products are powering the fight against climate change in more than 100 countries around the globe. And our brilliant, passionate, and driven team of more than 5,000 people globally are Powering Positive Change™ every day.    

 

We value pushing boundaries, holding ourselves to a higher standard, and thriving together. If you are ready to contribute to our journey of excellence, we invite you to be a part of our dynamic team 

 

Learn more about Maxeon

   

Are you ready to power positive change?  

 

Your Mission: As our Global Helpdesk Manager, based in Hyderabad, India and reporting to the Global Desktop Support Manager, you will be responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting, and training representatives, and establishing customer service standards. The role requires a strong technical background, problem-solving, and excellent communication skills.

 

Make Your Mark: How You Will Drive Change:

 

  • Day-to-day management, resource planning and work allocation to meet agreed service levels.
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices and implement ITIL standards.
  • Analyze the business requirements of all departments to determine their technology needs
  • Develop daily, weekly, and monthly reports on help desk team’s productivity
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
  • Develop and maintain knowledge base
  • Other tasks that will be assigned by the leader from time to time

 

Your Toolkit: Skills That Make a Difference

 

Essential for your Success:

We understand that everyone has followed unique career paths, gaining valuable knowledge along the way. Don't worry if you don't tick all the boxes – apply anyway Your experience is more than just a list of technical skills. 

 

  • Degree in Information Technology, Computer Science, or equivalent
  • Minimum 7 years’ experience in Service Desk, IT call center handling, IT service delivery or related end user facing services
  • Ability to develop rapport, trust, and open communication that enhances the growth and performance of direct reports
  • Experience as team lead managing a team of SD Agents' work matters including their duty roster planning, issues, concerns, escalations, trainings etc
  • Strong planning skills and analytical
  • Common desktop hardware software knowledge, M365 services, Active Directory, network and system.
  • Good verbal and written communication skills, able to work in a team, possess cross-culture experience, project management skills

 

Life at Maxeon: Beyond the Job

At Maxeon, we are committed to creating an environment where innovation flourishes, diversity is embraced, and maintaining a healthy work-life balance is prioritized. We understand that our employees are our greatest asset, and we strive to support them both professionally and personally. Here’s what you can expect when you join our team: Competitive Salary and Benefits, Career Development Opportunities, Inclusive and Diverse Culture, Work-Life Harmony & Innovative Environment.

 

Ready to Make an Impact? Join Us If you're driven by making a difference and eager to join our mission at Maxeon, we can't wait to meet you. Apply today and join our team to make a brighter future together.

 

Our Commitment to Equal Opportunities:

Maxeon is dedicated to fostering a diverse and inclusive workplace. We actively provide equal employment opportunities, ensuring that every individual, regardless of background, can thrive. Maxeon will not tolerate unlawful discrimination against any applicant or employee. Our commitment goes beyond compliance; it’s integral to our values. Join us in creating a workplace where everyone is valued, respected, and empowered to contribute their best.

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