NielsenIQ Looking for Manager, Technology Support at Pune, Maharashtra, India Full Time

Manager Tech Support – REFID857115

Pune, India

The Tech Support Lead is responsible for leading the Service Desk team that supports users with IT issues and service requests. 

Responsibilities include but are not limited to:

• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Oversee 100% of the requests and incidents.  Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately
• Overseas staff activities including shift schedules.
• Builds/obtains (from other departments) training material for support staff.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement. 
• Performs other related duties and participates in special projects as needed.

  Soft skills and Professionalism

• Passionate about customer service.
• Ability to successfully build relationships with challenging stakeholders and navigate social environments.
• Maintain an enthusiastic attitude and willingness to always assist users.
• Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support.
• Ability to communicate effectively.
• Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities.
• Works well with colleagues and managers and can learn new applications, technologies, and competencies at a reasonable pace.
• Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed.
• Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated.
• Show initiative and follow through to completion of assigned tasks.
• Apply previous learnings, maintain certifications, and demonstrate willingness to adapt and learn modern technology solutions.
• Respond positively to coaching and show improvement in areas requiring additional training or feedback.

  Background/Qualification Requirements

• BS/ MS degree in Computer Science, Engineering, or a related subject.
• 5-7 years of experience in IT technical support and problem solving including 5 years of leadership, preferably Service Desk.
• Knowledge and experience troubleshooting these specific platforms:  Microsoft 365, Email, Teams, OneDrive, Sharepoint, Excel and PowerBI
• ITIL certification preferred
• Experience managing tickets and dashboards on an IT Service Management platform such as ServiceNow.
• Experience creating reports and dashboards for SLAs and KPIs.
• Excellent written and verbal communications skills

Qualifications

• BS/ MS degree in Computer Science, Engineering, or a related subject.
• 5-7 years of experience in IT technical support and problem solving including 5 years of leadership preferably Service Desk.
• Knowledge and experience troubleshooting these specific platforms:  Microsoft 365, Email, Teams, OneDrive, Sharepoint, Excel and PowerBI
• ITIL certification preferred
• Experience managing tickets and dashboards on an IT Service Management platform such as ServiceNow.
• Experience creating reports and dashboards for SLAs and KPIs.
• Excellent written and verbal communications skills

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms
• Recharge and revitalize with help of wellness plans made for you and your family
• Plan your future with financial wellness tools
• Stay relevant and upskill yourself with career development opportunities

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.