What you’ll do: Oversee the daily operation of the IT Service Desk, including coordinating and managing ticket queues to ensure customer focused, timely and effective incident resolution in line with agreed SLAs.
Manage staff scheduling to ensure service desk coverage during business hours and weekend coverage
Manage overall performance, productivity and workloads for the Service Desk team ensuring that all service levels are achieved/exceeded and high levels of customer satisfaction are maintained
Recruit, train and support the service desk team, monitor and review team and personal performance regularly
Ensure tickets are correctly categorised and managed in line with agreed procedures.
Produce and deliver service desk reports as required by management
Take the lead in high priority incident management and end user communication.
Conduct regular 1-1s with the team and manage the annual performance management process for all team members against individual objectives
Qualifications: Total professional experience for 10 years in IT domain
B. S. in Computer Science or equivalent IT experience
5 years’ hands on experience in a people manager role.
5 years’ hands on experience managing an IT service desk.
Have an ITIL Framework qualification
Strong oral and written communications with excellent teamwork and interpersonal skills.
Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders and shifting demands.
Recent experience in fast-growing global Enterprise software company required (SaaS preferred)
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of todays dynamic businesses. Its our people who make it happen, and we strive to attract and retain the best in every discipline.
We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunchesAnd much more!
Education: Any Graduate
Industry: Software Services, IT-Software
Skills Required
interpersonal skills workforce communication compensation health benefits performance man
Job Detail
Job Id
JD2538753
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Pune (Maharashtra),
Education
Not mentioned
Experience
10 to 13 Years
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