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Help Desk Manager (Bangalore)ID:1128380,000 INR ~ 110,000 INRBangalore
Sales(B to B)
■Replacement Position / Report to Indian Help desk Manager
・Manage and Work for around 17 members in team
- Achieve the Group's objectives with continuous improvement in service delivery & service level management and customer satisfaction.
- This individual will provide leadership to Teams in implementing strategic initiatives in line with management direction for meeting Team's targets and customer expectations without any deviation.
- To oversee timely delivery of quality technical support service to customer.
- The individual will provide inputs from operations to the upper layers and also pass down the strategic initiatives from the upper layers to the operations teams.
- Responsible for leading technical/functional support team to provide customer service and resolve all functional & technical issues.
- Customer facing and negotiations
- Overall service delivery and SLA adherence
- Manage / Plan and review day-to-day activities.
- Responsible for the end user relationship and communications including interactions with internal management team and the external client account team.
- To drive the technical/process related services and oversee service delivery, ensuring SLA / KPIs are met.
- Provide overall leadership and mentorship to the team leads on complex issues that require assistance.
- Around 3 to 8 years in IT Service Delivery
- Solid techno/functional background combined with customer service experience.
- Knowledge of IT Service Management (for both infrastructure& Application), Application Lifecycle and associated Operational Management services.
- ITIL Process knowledge in delivering services.
- Work experience in Japanese company or Japanese Speaking person any level
9:00 ~ 18:00