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Helpdesk Service Lead

Company: Genpact
Location: New York
Posted on: August 7, 2022

Job Description:

Use Facebook or Google to sign in or register with SimplyHired. Full-time $90,000 - $110,000 a year 1 day ago

  • Health insurance
  • 401(k) matching
  • Paid time off
  • 401(k) Qualifications
    • ITIL
    • IVR
    • Microsoft Excel
    • Microsoft Powerpoint Full Job Description With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands-and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.Inviting applications for the role of Helpdesk Service LeadResponsibilities:
      • Span of 20 to 30 Agents in a Service Desk Environment
      • Experience with ITSM tools like ServiceNow a plus
      • Quality Certification a Plus - SixSigma Certifications (Yellow Belt, Green Belt, etc..)
      • Understand and take actions on People metrics and management
      • Stakeholder management is key requirement, understanding the scope to work towards improvements
      • Managing Reporting (Daily/Weekly and Monthly)
      • Understanding of Metrics/KPI's and SLA's of ServiceDesk
      • Manage day to day operations, People and assessment of their performance
      • Strong leadership/team building/decision making skills
      • Must have led a team in the past
      • Excellent interpersonal and communication skills
      • Identify resources needed and assign responsibilities. Staffing management and delegation
      • Customer Connect & Operational Capability
      • Good understanding on productivity tools, MS Office Suite (Word, Excel, PowerPoint)
      • Good understanding on SD Tools and New technologies (Chat Tools, Bots for Self-Heal, IVR Management, Automation skills is an advantage
      • Graduate in Technology with Computers or IT streamPreferred skills:
        • Strong Analytical and problem-solving skills
        • Ability to effectively interact with upper management for presentation of new functionality and solving problems
        • Strong written and verbal communication skills.
        • Ability to work under pressure in a fast-paced environment.
        • Willingness to work on-call in the emergency or priority issues.
        • Ability to take independent initiative when neededGenpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
          indeed_genpactJob Type: Full-timeSalary: $90,000.00 - $110,000.00 per year
          • 401(k)
          • 401(k) matching
          • Health insurance
          • Paid time off
          • Vision insuranceSchedule:
            • Monday to FridayAbility to commute/relocate:
              • New York, NY: Reliably commute or planning to relocate before starting work (Preferred)Experience:
                • Service Desk: 7 years (Required)
                • ServiceNow: 3 years (Required)License/Certification:
                  • ITIL Foundation Certification (Required)Privacy Preference CenterManage Consent Preferences Always Active Always Active

Keywords: Genpact, New York , Helpdesk Service Lead, Other , New York, New York

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