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Senior Project Lead @ Infinite Computer

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 Senior Project Lead

Job Description

We are seeking a highly experienced Service Desk Manager to join our team. The successful candidate will have a minimum of 10-15 years experience in managing service desk operations including a minimum of 6 years experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities:
  • Manage the day-to-day operations of the service desk team, ensuring that all customer inquiries and issues are addressed in a timely and efficient manner.
  • Develop and implement processes and procedures for the service desk to ensure that customer inquiries are handled efficiently and effectively.
  • Evaluate and implement ticketing tools, understanding IVR and call routings, and knowledge management systems to improve the efficiency and effectiveness of the service desk.
  • Collaborate with other departments to identify and resolve cross-functional issues, ensuring that customer inquiries and issues are addressed in a timely and effective manner.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure that the service desk is meeting their needs and expectations.
  • Ensure that the service desk team is properly trained and equipped with the necessary tools and resources to effectively perform their duties.
  • Manage the budget and resources of the service desk, ensuring that expenditures are in line with business objectives and priorities.
  • Provide regular reports and metrics on the performance of the service desk and use this data to continuously improve the efficiency and effectiveness of the service desk.

Qualifications:
  • Bachelors degree or equivalent work experience.
  • A minimum of 8 years experience in managing service desk team, with expertise in ticketing tools, understanding IVR and call routing, and knowledge management.
  • Strong leadership and management skills, with the ability to effectively lead and motivate a team.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and partners.
  • Strong analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues.
  • Knowledge of IT service management best practices, including ITIL.
  • Strong project management skills, with the ability to effectively manage multiple projects simultaneously.
  • Experience with IT service management tools, including ticketing systems and knowledge management systems.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Project & Program Management
Role Category: Technology / IT
Role: IT Project Lead
Employement Type: Full time

Contact Details:

Company: Infinite Computer
Location(s): Noida, Gurugram

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Keyskills:   Ticketing Interpersonal skills IVR Management systems Service desk Analytical ticketing tools Project management ITSM Management

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Infinite Computer

Infinite Computer Solutions India Ltd. Infinite Computer Solutions (India) Limited is a global service provider of Infrastructure Management, Intellectual Property (IP) leveraged solutions and IT services, with focus on Telecom, Media, Manufacturing and Healthcare Industries. Our services span f...