Mr. Cooper Looking for Team Lead/Manager – IT Helpdesk at Chennai, Tamil Nadu Full Time

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

We are looking for a qualified IT Service Desk Lead/Manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a IT Service Desk Lead/Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase customer satisfaction.

Roles and Responsibilities:
Manage the IT Service Desk team and evaluate performance.

Ensure customer service is timely and accurate on a daily basis.

Recruit, train and support IT Service Desk representatives and technicians.

Review & set specific customer service standards.

Contribute to improving customer support by actively responding to queries and handling complaints.

Establish best practices through the entire technical support process.

Follow up with customers to identify areas of improvement.

Develop daily, weekly, and monthly reports on IT Service Desk team’s productivity.

Provide customer feedback to the appropriate internal teams, like product developers, application support teams.

Own the escalated tickets & calls from SD agents and guide them to resolve the issues.

Be part of team fun committee and initiate the team engagement activities and take leads on it.

Create Plans to fix repeated issues / Improve FCR / AHT / Audit Scores

Regularly monitor and update the SD escalation metrics and ticket routing updates with various apps & support teams.

Share lessons learnt or best practices to be followed with proper documentations and meeting invites.

Help finetune long troubleshooting steps and processes to increase the efficiency.

Build Dashboards that help track measures for management (Service Now etc.).

Connect team regularly and share the organizations updates passed by leaderships.

Act as a liaison between SD and all application & support teams. Communicate effectively with various IT stakeholders and collect the updated tech and process to perform SD operations without any issues.

Requirements and skills:
Proven work experience as an IT Service Desk Lead/Manager.

Be a Team Player with strong Interpersonal Skills.

Flexible to work in Rotational shifts 24*7.

Hands on experience with IT Service Desk and remote-control software.

Should have basic knowledge about Laptop, Desktop, Server OS, Active directory user mgmt., MAC, Smart Phones, workstation OS mgmt., O365 products, Call center mgmt. systems, phone systems etc.

Experience in ITIL (IT Service Management) and lead outage calls with IT stakeholders.

Solid technical background with an ability to give instructions to a non-technical audience.

Customer-service oriented with a problem-solving attitude.

Excellent written and verbal communications skills.

Team management skills.

Graduation/bachelor’s degree in computer science, Information Technology, or relevant field.

Possess Excellent Verbal & Excellent Communication Skills

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self. We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive. Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation. We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:
020215

Job Category:
Information Technology

Primary Location City:
Chennai

Primary Location Region:
Tamil Nadu

Primary Location Postal Code:
600089

Primary Location Country:
India

Additional Posting Location(s):