Helpdesk Supervisor-ITIL

Req ID:

We are currently seeking a Helpdesk Supervisor-ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Provides front-line supervision to an operational, production, sales, service or administrative team of 2 or more employees. • Supervised team typically responsible for high number of transactions or processes. • Assigns work to direct reports. • Recommends and takes action on hiring, firing, promotions, and disciplinary actions. • Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. • Ensures client service levels and performance metrics are met by team. • Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems. • Leads a team who support and maintain more complex computer and network systems. • Provides guidance and recommendations that drive results to improve business processes and client service delivery. • May directly manage individual contributor subject matter experts. • Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad Directs, manages and provides thought leadership to thirdlevel leaders that lead cross- functional teams domestically and/or globally. Working with executive leadership, develops, directs and drives key business strategies that provide the Career Architecture and Job Catalog • Directs team to follow and comply with preestablished helpdesk policies, practices and procedures. • Conducts career development, planning and performance of team. • Takes ownership of support issues, engaging other internal / external expertise as required. • Maintains relationships with vendors. • Leads technical support team that provides post sales client support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities. • Resolves client escalations Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service delivery. Skills Required: • Strong ability to communicate complex technical information to all stakeholders, including those who do not have a technical background. • Good leadership and team building skills. • Good project management skills. • General knowledge of product lines, technical knowledge. • Significant client service skills. • Ability to develop and lead a team to deliver key business results.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at