1 week ago

Helpdesk Manager - Account/Delivery Management

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Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Manage end-to-end service desk delivery for an assigned account, owning SLA and KPI performance while strengthening customer and stakeholder relationships. Lead 24x7 operations, analyze problems with teams and counterparts, and drive service improvement and continuous improvement plans. Coordinate cost savings and productivity initiatives, support cross-functional projects, and lead people management including team building, guidance, mentoring, and upskilling.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Own SLA and KPI performance for service desk delivery.
•Manage customer and stakeholder relationship management.
•Analyze issues with teams/counterparts and suggest solutions.
•Drive service improvement and continuous improvement plans.
•Manage 24x7 operations and lead team performance, guidance/mentoring, upskilling, and attrition management.

Key Requirements

•Must have 8+ solid years of Service Desk experience, including 2 years managing delivery for service desk.
•Sound industry domain knowledge.
•Strong communication and presentation skills.
•People management skills to guide and mentor team members.
•Stakeholder management and ability to manage budget/cost and transitions.

Experience:8+ yearsService desk

Skills:Organizational skillsTeamworkCommunicationPresentationDetail orientedMulti-tasking

Certifications:ITIL foundationSix SigmaProject Management

Tech Stack:Microsoft VisioMicrosoft ExcelMicrosoft PowerPoint

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

Website LinkedIn

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NTT