Associate Manager, Global Service Desk

Overview

Associate Manager for Global Service Desk, leading team delivery and operations for IT support systems including Azure/Google VDI and Genesys Cloud ACD/Routing.

What you'll do

• Manage a team of technicians.
• Manage daily team activities and ensure smooth operations.
• Drive performance to meet team targets.
• Improve training standards, methodology, and processes.
• Drive continuous improvement using metrics.
• Manage scheduling and ensure adherence.
• Provide incident and change management support for P1/Sev1 break/fix issues.

What you'll need

• Hands-on experience with Azure, GCP, and AWS.
• Hands-on experience in VDI environment and troubleshooting skills (preferable).
• Ability to provide telephony and chat support for OS, soft-telephone, and applications installation/troubleshooting.
• Hands-on experience in incident and change management.
• Excellent voice/telephony skills.
• Good written and verbal communication skills.
• Excellent customer service and client management skills.

Details

• Work location: Gurgaon office, IND Gurugram (Industrial Plot No. 243), offices on 1st, 3rd, 4th, 5th & 7th floors.
• 24/7 work environment, predominantly night shifts/US hours.