Help Desk Manager

Role Overview: You will be responsible for managing incident and support operations, project management, people management, and operations & training oversight. Key Responsibilities: - Lead major incident triage and resolution within defined SLAs - Act as first point of contact for all end-user issues via phone, email, chat - Route issues to appropriate teams and manage end-to-end support interactions - Track all support tickets and updates via tools like JIRA and ServiceNow - Act as SPOC between client and service provider - Handle client communications, delivery escalations, and contract modifications - Prepare/change SOWs and forecast workforce needs - Roster scheduling, performance reviews, and knowledge assessments - Conduct performance knowledge tests and keep documentation updated - Deliver outlier and process-related trainings - Monitor schedule adherence and service levels - Provide transaction monitoring and coaching - Track training effectiveness and manage remediation plans - Conduct training sessions, assessments, and maintain compliance Qualification Required: - ITIL Certification - Experience with CargoWise or in a consulting domain would be preferred Note: No additional company details provided in the job description. Role Overview: You will be responsible for managing incident and support operations, project management, people management, and operations & training oversight. Key Responsibilities: - Lead major incident triage and resolution within defined SLAs - Act as first point of contact for all end-user issues via phone, email, chat - Route issues to appropriate teams and manage end-to-end support interactions - Track all support tickets and updates via tools like JIRA and ServiceNow - Act as SPOC between client and service provider - Handle client communications, delivery escalations, and contract modifications - Prepare/change SOWs and forecast workforce needs - Roster scheduling, performance reviews, and knowledge assessments - Conduct performance knowledge tests and keep documentation updated - Deliver outlier and process-related trainings - Monitor schedule adherence and service levels - Provide transaction monitoring and coaching - Track training effectiveness and manage remediation plans - Conduct training sessions, assessments, and maintain compliance Qualification Required: - ITIL Certification - Experience with CargoWise or in a consulting domain would be preferred Note: No additional company details provided in the job description.