QUANTUM WORLD TELE SERVICES PRIVATE LIMITED Looking for IT Service Desk Manager at Cary, NC Full Time

Position: Service Desk Manager

Location: Cary, NC

Job Description

SLA & KPI Management – To ensure all SLA and KPI for the project is been over and above achieved

Client Management- To ensure right communicating is been liaised with clients

Team Management – Team building and handling skills and also act as a bridge between the leadership and team members

Training – Standard technical and cust excellence training material to be implemented and followed

Transition – Due diligence and coordinate wit the transition team for proper implementation of the process

Quality Management – To ensure the teams quality standard are always met with the required standards

Automation – Process improvement and automation opportunity to be explored and implemented

Budgeting – Revenue and cost optimization for the project needs to be adhered

Technical Requirements

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),

VPN and remote dial-in users

Soft Skills

Excellent communication and conversation skills (Verbal and Written)

Good documentation skills

Good working knowledge of MS OFFICE

Should have a great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Can drive HCL’s value and its methodology

Other Skills / Experience

Ability to learn new information quickly

Ability to integrate as a cross-functional, team player

Personal dedication to providing high quality, superior service

Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Years of Experience

Total : 10- 12 years’ experience in Service Desk, Information Management
Relevant : 5-6 years of Track Lead experience

Job Types: Full-time, Contract

Salary: $22.00 – $28.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Cary, NC 27511: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Service Desk Manager: 5 years (Required)
• Windows: 1 year (Preferred)

Work Location: One location