accelleron Looking for Global Service Desk Manager (80-100%) at Vadodara, Gujarat Full Time

ABB Turbocharging 24×7 global service desk is looking for high caliber IS service desk manager who can lead a service desk which provides defined services to the internal customers with best quality in the most efficient way. A service desk manager endeavors to continuously improve upon the process & delivery of IS Support to ABB Turbocharging IS users across the global by helping users on issues which are escalated by IS support analyst or directly assigned to them by collaborating with global Tier 3 support, with the aim to meet the expectation of users and provide harmonious and delightful services to internal customers across the globe from India.

Your responsibilities

Knowledgebase ownership/accountability

Reporting on SLOs

Managing and monitoring dashboard of technicians

Training of technicians (cultural)

Tier 1 support

Interviews and recommendations

Help desk tool administration

Staff scheduling, resource planning

Review user satisfaction surveys

Escalation Manager coordinate offsite visits

Keep the SOP document up to date and communicate any changes

Supervise client services team

HR duties including interviews, hiring, and discipline

Facilitating client services meetings

Non-standard software and hardware approvals

Process management – refining and improving processes

Internal IT reporting and metrics

Budgeting and purchasing

Your background

Firm attitude towards delivering end to end high quality services and customer satisfaction.

Experience in leading a team of 10 people or more.

Expertise on supporting at least of one of these: Microsoft CRM, SAP, office 365 ,active directory.

8+ years of work-experience in IS support helpdesk as L2 support, preferably using an ITSM tool.

Good on verbal-written communication (English).

Shift work would be required.

Should have good interpersonal skills and be able to deal and respect different cultures across the globe.

Your benefits

Attractive compensation

All best industry standard benefits