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Help Desk Manager

Selections HR Services Private Limited

7 years

0 Lacs

Hyderabad Telangana India

Posted:1 month ago| Platform:

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Skills Required

certifications itil consulting management communication escalation jira servicenow drafting estimation support triage chat service forecast scheduling documentation training schedule monitoring coaching effectiveness remediation compliance

Work Mode

On-site

Job Type

Full Time

Job Description

Experience Required: 5–7+ years Location: Hyderabad Certifications: Mandatory: ITIL Preferred: Experience with CargoWise or in a consulting domain Key Skills Required: ITIL major incident management Team handling and people management Client communication and escalation handling EDI applications, JIRA, and ServiceNow tools Project and contract management (SOW drafting, workforce estimation) Responsibilities Overview: Incident & Support Management 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 Project Management Act as SPOC between client and service provider Handle client communications, delivery escalations, and contract modifications Prepare/change SOWs and forecast workforce needs People Management Roster scheduling, performance reviews, and knowledge assessments Conduct performance knowledge tests and keep documentation updated Deliver outlier and process-related trainings Operations & Training Oversight 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 Show more Show less

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Help Desk Manager