Delivery Management  – Manager – NOIDA

Required Skill and Job description

Ensure Help Desk team is monitoring Help Desk ticketing system and electronic mail software for incoming tickets and updates to existing tickets
Ensure that the response of Help Desk ticket items occurs, that it is timely, and that all tasks are tracked and allocated properly
Support all Tier 2 activities
Responsible for the response and execution of incoming service requests
Prioritization of service requests and enhancement requests
Perform technical writing and documentation activities
Proactively act on the shift toward a Service Desk model where self service is the center point
Build client trust and respect, establish client relationships, and develop rapport with client
Lead and facilitate all team meetings
Work directly with Operations Manager and Product Owners for addressing tickets and their priorities
Facilitate continuous improvement within the environment
Other duties as assigned by the COTR
8+ years in a technical project management, Help Desk management, or consulting services profession
3-5 years in a help desk tier 2 support environment
High degree of competency and experience with project management including: issue and risk identification and management, tracking dependencies and milestones, and communication of overall project status
Ability to creatively solve challenging business/technology problems
Must be able to manage multiple tasks simultaneously, prioritize workload effectively, and thrive in a dynamic and complex environment
Passion for customer service
Strong communicator that has the ability to work without direct supervision or detailed direction
Client friendliness with the ability to build and maintain trusting and value added client relationships
Experience with using and managing Help Desk ticketing systems
The End User Computing (EUC) Manager is a mid-tier manager responsible for evaluating and refining current status of
operational-level projects and resource assignment/utilization, driving strategy that increases effectiveness, and ensuring
alignment to business partner strategies and goals. The EUC Manager is tasked with ensuring key human resource
functions are conducted, including interviewing, selection / hiring, conducting performance assessments” Job Location: NOIDA

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