Job Description

Posted on: August 04, 2024ROLES & RESPONSIBILITIESLocation: Noida, IndiaPosition Type: Salaried - US HOURS 8am-5pm CSTPosition Description:The Helpdesk Supervisor will be responsible for supervising the helpdesk team members and overseeing the day-to-day delivery activities pertaining to Helpdesk support. You will guide and mentor the Helpdesk team and ensure proper time management of yourself and team members. You will help guide them to exceed client expectations by fostering superior support etiquette, response time, knowledge, and professionalism. You will work with SPOC to maintain all SOPs, review all improvement suggestions, implement new processes, and ensure proper training of new resources. It is also expected that you will be able to perform the duties of a HD support specialist when required by excess volume or team member absence.Responsibilities:\xc2\xb7 Day-to-day management of the support team members.\xc2\xb7 Review and set priorities for end user-focused team members.\xc2\xb7 Monitor ticketing system(s) ensuring timely call backs, follow up and ensuring that tickets and CARFs are being followed up on, completed and closed out following SOP guidelines.\xc2\xb7 Perform periodic 1 on 1s, to review peer report cards, training progress, review Calls and current performance.\xc2\xb7 Determine and coordinate training requirements of all HD support team members. Including working with individuals to develop personal training plans\xc2\xb7 Decision-making on a daily basis relative to support desk responsibilities, ticket triage and assignments.\xc2\xb7 Perform/Adjust staff scheduling to ensure support desk has coverage during normal business hours and after hours on-call support.\xc2\xb7 Act as SME for HD team members, vet and implement any improvement ideas.\xc2\xb7 Provide feedback for PEP reviews on all team members\xc2\xb7 Timely validation of Timesheets\xc2\xb7 Provide timely project compliance dataLeadership Expectations/Must Haves:\xc2\xb7 Must be a hands-on leader and possess the ability to perform Level 1/2 agent support duties.\xc2\xb7 Have a general technical understanding of client issues and processes to better lead and mentor team members.Ability to generates enthusiasm and foster a can-do attitude among team members.Initiate opportunities and incentives to attain/exceed support goals.Challenge others to develop as SMEs for specific support areas, while serving as a role model/SME for overall HD support.Facilitates effective team interaction.Acknowledges and appreciates each team member\'s contributions.Remains calm in stressful situations, and inspires team member confidenceRequired Skills\xc2\xb7 Minimum of 3 years experience in a Customer Service or Support role.\xc2\xb7 Minimum of 2 years experience in a Team Lead or Supervisor role.\xc2\xb7 Strong leadership and interpersonal skills required with proven ability to motivate, lead and guide a team.\xc2\xb7 Strong customer service skills required with the ability to diffuse tense situations.\xc2\xb7 Ability to be empathetic yet able to effectively communicate an unpopular point.\xc2\xb7 Proficient Windows-based computer skills and skill in navigation and use of Microsoft Office applications.\xc2\xb7 Ability to communicate, monitor, mentor offsite staff\xc2\xb7 Excellent verbal and written communication skills (English)Desired Skills:\xc2\xb7 IT Help Desk experience.\xc2\xb7 Previous experience with ITSM and reporting tools like Freshdesk, EasyVista, or ServiceNow\xc2\xb7 Technical Support experience in a Networked environment.\xc2\xb7 Supervision of employees across multiple locations, ensuring SLAs, process compliance, and service excellence\xc2\xb7 Ability to inspire confidence in team membersEXPERIENCE

• 8-11 Years

SKILLS

• Primary Skill: Infrastructure Support
• Sub Skill(s): Infrastructure Support
• Additional Skill(s): Infrastructure Support L1

ABOUT THE COMPANYInfogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Krak\xc3\xb3w, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.

Infogain