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Hexaware Technologies
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Hexaware Hiring_Help Desk Manager_Immediate Joiner_Night Shift

Hexaware Hiring_Help Desk Manager_Immediate Joiner_Night Shift

Hexaware Technologies

5 - 7 years

10 - 15 Lacs

Pune Chennai Mumbai (All Areas)

Posted:1 week ago| Platform:

Apply

Skills Required

Microsoft 365 administration Help Desk Manager Azure Active Directory Itsm Ticketing Technical Support ITSM Procedures Helpdesk Management Helpdesk Azure AD Help Desk Operations Technical Helpdesk Ticketing Tools

Work Mode

Hybrid

Job Type

Full Time

Job Description

We are hiring for

Experience:

Shift: Night Shift

Key Responsibilities:

Manage and lead a team of remote helpdesk support agents.
Oversee the daily operations of the helpdesk, ensuring efficient and effective resolution of customer issues.
Develop and implement helpdesk policies, procedures, and best practices.
Monitor and analyze helpdesk performance metrics to identify areas for improvement.
Provide training, coaching, and mentoring to helpdesk staff.
Handle escalated customer issues and ensure timely resolution.
Collaborate with other departments to address and resolve technical issues.
Maintain up-to-date knowledge of IT operational and security technologies.
Prepare and present regular reports on helpdesk performance to senior management.
Perform additional duties as assigned by management.

EXPERIENCE

5+ years Experience in IT Helpdesk related role or equivalent combination of experience.
3+ years Management or relevant experience (US Based/UK Based Technical Support Process)
Experience with Microsoft 365 administration.
Experience with supporting Microsoft enterprise environment
Proficiency in managing Azure Active Directory (Azure AD).
Knowledge of ticketing systems.
Proficiency with ITSM software and remote troubleshooting tools.

Skill Set Required:

Strong technical knowledge and troubleshooting skills.
Excellent leadership and team management abilities.
Exceptional customer service and communication skills.
Ability to work effectively in a remote environment.
Strong analytical and problem-solving skills.

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