Helpdesk Supervisor-ITIL

NTT
Noida
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Team building","Project management","Client service","Communication"]

Supervise and lead a helpdesk team that supports users via phone and electronic channels, resolving issues across hardware, software, networks, and peripherals. Ensure service levels and performance metrics are met, handle escalations, and guide the team in applying ITIL-based helpdesk policies and procedures. Coordinate cross-functional efforts, maintain vendor relationships, and support implementation of initiatives that improve business processes and client service delivery.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
NTT
NTT
5 months ago

Helpdesk Supervisor-ITIL

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Supervise and lead a helpdesk team that supports users via phone and electronic channels, resolving issues across hardware, software, networks, and peripherals. Ensure service levels and performance metrics are met, handle escalations, and guide the team in applying ITIL-based helpdesk policies and procedures. Coordinate cross-functional efforts, maintain vendor relationships, and support implementation of initiatives that improve business processes and client service delivery.
Location: Noida
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide front-line supervision to a helpdesk team supporting users by phone and electronically, resolving issues related to hardware, software, networks, and peripherals.
  • •Assign work to direct reports and recommend actions on hiring, firing, promotions, and disciplinary matters.
  • •Ensure helpdesk service levels and performance metrics are met and guide the team in following established helpdesk policies, practices, and procedures.
  • •Resolve client escalations and take ownership of support issues by engaging internal/external expertise as needed.
  • •Maintain vendor relationships and support delivery of initiatives that improve business processes and client service delivery.

Key Requirements

  • •Strong ability to communicate complex technical information to stakeholders, including non-technical audiences.
  • •Good leadership and team-building skills with experience developing and leading a team to deliver results.
  • •Good project management skills.
  • •General product-line knowledge and technical knowledge related to supported systems.
  • •Significant client service skills.
Skills:LeadershipTeam buildingProject managementClient serviceCommunication
Tech Stack:ITIL

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn