Service Desk- Quality Manager

Experience-10-16yrs

Location- Noida

Proven experience leading and managing a service desk or technical support team, typically 5+ years.

Experience managing teams across multiple shifts or remote locations is often preferred

ITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles

Ability to interpret data, identify root causes of problems, and develop effective solutions

Should be able to track and analyze key performance indicators (KPIs), such as resolution times, customer satisfaction scores, and ticket volumes, to identify trends, gaps, and areas for improvement

Apply methodologies like Lean, Six Sigma, or PDCA to identify inefficiencies and implement process improvements and process simplifications

Should be able to handle & achieve the departmental requirements

Lead the implementation and management of the Quality Management System (QMS) to ensure consistency, accountability, and adherence to quality goals

Strong oral and written communication skills, with the ability to influence and persuade stakeholders. Should contribute to the business by proactively providing solutions to pre-empt possible situations which might impact performance

Directly handling escalated technical issues, engaging with customers to resolve complex queries, and ensuring a high standard of service delivery and customer satisfaction

Proficiency in ITIL framework, service desk software, network troubleshooting & incident management

Act as a point of escalation for complex or high-priority customer complaints and service delivery issues.

Good communication skills (Role requires interaction with Sr. Leadership and customers)

Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

Should be sound in his/her knowledge on Quality tool

Should be able to think on the feet to make decisions related to steps which would impact business