4 weeks 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 24x7 service desk operations for account and delivery support, owning SLAs and KPIs while strengthening customer and stakeholder relationships. Lead problem analysis with teams and counterparts, drive service and continuous improvement plans, and manage cost savings and productivity initiatives. Oversee team performance, best-practice sharing, mentoring, upskilling/cross-skilling, and attrition management, while supporting cross-functional projects in Noida.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Own SLAs and KPIs for service desk operations and monitor performance.
•Manage customer and stakeholder relationship management activities.
•Analyze problems with teams and counterparts and propose solutions.
•Drive service improvement and continuous improvement plans, including cost savings and productivity initiatives.
•Lead 24x7 operations, team performance, best-practice sharing, team building, guidance/mentoring, upskilling/cross-skilling, and attrition management.

Key Requirements

•8+ years of Service Desk experience, including 2 years managing delivery for service desk.
•Sound industry domain knowledge.
•People management skills, including stakeholder management and strong communication/presentation skills.
•Budget/cost pyramid management, transition management, and project management experience.
•Proficiency with Microsoft Applications including MS Visio, MS Excel, and MS PowerPoint.

Skills:Strong communicationPresentation skillsPeople managementStakeholder managementDetail orientedMulti-taskingOrganizational skillsTeam collaborationMentoringListening abilities

Certifications:ITIL foundationSix SigmaProject Management

Tech Stack:MS VisioMS ExcelMS 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