Lionbridge Technologies Looking for Associate Project Director – IT Helpdesk at Mumbai, Maharashtra Full Time

1. Champion for our Users- This role is the champion for our global users in getting fast and effective support from our Mumbai 24×7 support team.

2. Team Leader – provide hands on management of our Helpdesk Support teams to deliver fast and accurate delivery of solutions to our worldwide user base. Ensures standard process, handoffs between shifts and off hours and vacation/holiday coverage. Creates training plans, goals and measurement metrics for the staff to ensure continual improvement in knowledge of the staff and services to our users/customers.

3. Manages Communication – from individual tickets to High Priority Outage notifications, ensures we communicate timely and effectively with our users. Manages our Outage Notification Process – used by both the IT as well as the Development teams to communicate High Priority outage information.

4. Monitors and escalations – our helpdesk team is a critical piece of our monitoring solution and ensures appropriate escalations are made, especially during ‘off hours’. Works with Technology Teams to increase our automated monitoring and alerting.

5. Develop, implement, and maintain IT policies, procedures, and associated training plans for end-user resource administration and appropriate use. Ensure processes for validation processess and Policies are followed as expected. Support semi- annual IT audit

6. Metric Creation and Management – Will implement SLAs and provide Metrics dashboards as one measure of performance. Will create a ‘customer’ (internal or external) focused organization that regularly gathers and measures the team against core metrics including customer satisfaction goals. Creates a customer focused organization.

7. Maintain and cultivate HelpCenter Knowledge base (powered by Zendesk) – ensuring process of review and updates.

8. Work with other IT support functions to take on work that can be pushed down the chain to L1 while automating the lower level tasks to gain capasity