HyreFox Consultants Looking for Service Desk manager Full-Time at Jaipur, Rajasthan Full Time

About Concord:
Headquartered in Seattle, Washington, Concord Technologies is the provider of Concord Cloud Fax and NEXTSTEP. Concord Cloud Fax is a secure, compliant cloud fax service for healthcare and enterprises. It is designed specifically for organizations where compliance with industry regulations is critical. We are the hub for exchanging millions of healthcare documents every day and are dedicated to fundamentally changing how health information moves.

NEXTSTEP is also cloud-based, and it’s used by healthcare organizations and other large companies to automate manual workflows. NEXTSTEP is the most effective way for enterprise-grade organizations to capture image-based data, grant even the largest teams access to that data, then effectively process and integrate it with the systems in use within the organization.

Job Summary:
Service Desk at Concord provides a single point of contact (SPOC) between the organization and end users. A foundational element of IT service management, service desk handles the full life cycle if IT service delivery, from being “eyes on glass” to managing service requests, to resolving issues, and planning service upgrades.

In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the company.

Job Description:
The Service Desk Manager (SDM) is a critical role for the Service Desk team, they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure timely and high-quality delivery of services to Concord’s customers.

The ideal candidate will have many years of experience in Service Desk Operations, IT Service Desk, Infrastructure and Application Management or NOC Support. You will manage a team of Service Desk Engineers (SDE), be responsible to monitor operations and ensuring issues and service requests are addressed in a timely manner, you will assist in defining metrics/benchmarks, and ensure that standards and processes are followed to provide effective service and meet requirements.

You will mentor and coach the team members so they can meet and exceed performance expectations, help guide their training path to facilitate a learning and growth environment, their success is your success.

• Manage the day-to-day operations of the 24/7 Service Desk team.
• Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health.
• Oversee team schedules and resource capacity for each shift to ensure balance.
• Supports team members actively to resolve tickets.
• Lead the team from the front and always offer support & mentorship.
• Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents.
• Develop and implement procedures to provide high-quality services both internally and externally
• Owner of key measurements and service levels for Service Desk services.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges.
• Conduct semi-annual performance evaluations for all direct reports.
• Regularly connect with leadership and management to review Service Desk performance and ongoing issues.
• Involved in Hiring and Recruitment of employees.

Education, Skills and Experience Required:

• IT related bachelor’s degree or bachelor’s in business administration with a technical background.
• Total IT/Technology experience of 5-10 years with knowledge and understanding of best practices for service management
• Minimum of three years’ experience in managing a Service Desk team or similar.
• Strong written and spoken communication skills in English is mandatory.
• Excellent technical skills, ability to troubleshoot critical issues and guide team members.
• Excellent problem-solving capabilities and lateral thinking skills.
• Ability to collaborate with various teams locally and globally to deliver best in class services
• Self-motivated with leadership skills and a positive attitude
• Experience with ITIL process recommended.

Other Details

Keywords: .

Location

Jaipur

Job Title

Service Desk manager

Experience

5.0 yrs – 8.0 yrs

CTC

INR 10.00 lacs – 15.00 lacs