Help Desk Manager

As an experienced professional with over 57+ years of relevant experience, you will be joining our team in Hyderabad. Your mandatory certification in ITIL and preferred experience with CargoWise or in a consulting domain will be highly valued. Your key skills will include proficiency in ITIL major incident management, team handling, and people management. Additionally, you should possess strong capabilities in client communication, escalation handling, EDI applications, as well as familiarity with JIRA and ServiceNow tools. Your expertise in project and contract management, including SOW drafting and workforce estimation, will be essential for this role. In this role, you will have the following responsibilities: **Incident & Support Management:** - Lead major incident triage and resolution within defined SLAs - Serve as the first point of contact for all end-user issues via phone, email, and chat - Route issues to appropriate teams and manage end-to-end support interactions - Utilize tools like JIRA and ServiceNow to track all support tickets and updates **Project Management:** - Act as the Single Point of Contact (SPOC) between the client and service provider - Handle client communications, delivery escalations, and contract modifications - Prepare/change SOWs and forecast workforce needs **People Management:** - Manage roster scheduling, performance reviews, and knowledge assessments - Conduct performance knowledge tests and maintain updated documentation - Provide outlier and process-related trainings **Operations & Training Oversight:** - Monitor schedule adherence and service levels - Offer transaction monitoring and coaching - Track training effectiveness and manage remediation plans - Conduct training sessions, assessments, and ensure compliance Your role will be crucial in ensuring smooth operations, efficient support management, and effective communication between stakeholders.,