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    FTE Helpdesk Manager - Noida, India - Iron Systems

    Iron Systems
    Iron Systems Noida, India

    3 days ago

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    Description

    JOB DESCRIPTION:

    Level 3 Role requirement: Managing a team of FTE helpdesk Associates and Leads.

    KEY JOB RESPONSIBILITIES:
  • Management & training of FTE Helpdesk Team (Leads and Associates).
  • Manage all FTEs across the globe. From onboarding to Job Management, Billing and offboarding
  • Management of WorkMarket assignments for FTEs and Backfills.
  • Drive Cross-functional collaboration for Tracking, routing and redirecting problems/escalations to correct cross-functional teams.
  • Manage escalations, Service Contract Review, SLA Management & related process improvements.
  • Management of FTE processes, in regard to various HR related topics such as Salary, compensation, onboarding timelines, leaves etc., along with resolution of issues and problems pertaining to same.
  • Maintain FTE files and records in electronic and paper form.
  • Manage and address FTE grievances by forwarding the same to concerned department and follow up for resolution.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
  • Drive Implementation of both internal and external (client) SLAs in regard to FTE Helpdesk processes.
  • Compile Data Reports (SLAs/KPIs).
  • Handling multiple stakeholders and addressing Cross-functional team requirements.
  • Monitoring key performance indicators, such as cost, hours, and resources.
  • Implementing changes to reduce costs and improve efficiency.
    • JOB QUALIFICATION:
  • Graduate/Postgraduate.
  • Certifications: PMP, ITIL, Six Sigma
  • Experience required around 10 Years
    • REQUIRED SKILLSET:
  • Strong communication skills
  • Problem Solving and Critical Thinking Skills
  • Should be good in email conversation.
  • Proactive
  • Time Management
  • Program Management
  • Data Processing Skills
  • Strategic Planning
  • Decision Making
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