Job Description

The Role: Manager - Global Service Desk
Location: New Delhi, IndiaAs a key member of the Global IT Operations team, you will be responsible for leading local deskside support for Cheggs non-US offices, as well as partnering with your counterpart in the US, to ensure follow-the-sun support is available for Cheggs employees. You will directly supervise team members in multiple locations and time zones. As the senior IT leader in your region, your ability to evangelize IT best practices will be critical. Your success will depend on your ability to communicate context to both technical and non-technical business partners and customers.ResponsibilitiesCultivate top talent and mentor team members to exceed expectationsOversee all helpdesk support operations in Cheggs non-US officesCollaborate with the US team to ensure continuous global supportProactively manage support requests, ensuring timely resolution and adherence to SLAs (Service Level Agreements)Assist in developing timelines and milestones for IT projects, ensuring timely and cost-effective completionEstablish, document, execute, and manage helpdesk policies, procedures, and standards, delivering consistent and reliable solutionsEvaluate and improve processes that will improve the end-user experienceMonitor and analyze performance metrics to identify trends and areas for improvementEnsure compliance with IT policies, standards, and data security regulationsManage relationships with third-party vendors and suppliersActively gather customer feedback to improve service qualityOversee the budget for service desk operations, ensuring cost-effective solutionsContinuously evaluate and recommend new tools and technologies to improve service desk operationsRegularly update senior management and stakeholders on service desk performance and activitiesOversee and manage changes to IT services to ensure minimal business disruptionEvaluate and make recommendations regarding the capacity of the service desk team to meet current and future support demandsRequirements8+ years of experience in a corporate technical environment with project management expertiseProven track record of leading high-performing teams and building strong cross-functional relationshipsExperience in strategic planning and system design, interacting with all organizational levelsExperience maintaining a high-performing support team in a multi-site organizationProficiency with Microsoft Windows, MacOS, Office 365, Windows Server, helpdesk ticketing systems, Okta, AD, and computer networkingFlexibility to work varied hours, including evenings, weekends, and holidaysExcellent English communication skills, both written and verbalWhy do we exist?Students are working harder than ever before to stabilize their future. Our recent research study called shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, weve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.Video ShortsLife at Chegg:Certified Great Place to Work!:Chegg Corporate Career Page:Chegg India:Chegg Israel:Thinkful (a Chegg Online Learning Service):Chegg out our culture and benefits!Chegg is an equal opportunity employer

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