Helpdesk Senior Manager

NTT Data
Halifax, Nova Scotia

Req ID : 244243

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Manager to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA).

This position is remote, occasional visits to NTT DATA's Halifax office may be required.

We are looking for a qualified Sr. Helpdesk Manager to join our team. Responsibilities will include leading our technical support team to provide excellent customer service and resolve all technical issues.

Responsible for planning, coordinating and managing existing and upcoming IT Infrastructure Projects. The resource should have solid experience in understanding the customer requirements in terms of scoping the projects and should have good knowledge with managed services projects.

INDICS

Responsibilities

  • Manage the help desk team (approximately 40 people) and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards, contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Create and maintain project plans, including the development of project timeline, milestones, tasks, resources, task dependencies and durations
  • Manage and track project performance, including resource allocations, cost, and quality by conducting regular team status meetings and continuously evaluating progress
  • Develop and communicate project status and establish appropriate governance across both business and IT to manage scope, issues, risks and change
  • Manage the integration of IT, business and vendor deliverables
  • Build effective relationships with all functional areas and manage stakeholder expectations
  • Communicate effectively in verbal or written form; produce clear status reports, utilize tact and diplomacy, simplify jargon, make clients aware of all issues and be a good listener

Basic Requirements

  • 8+ years of overall IT experience
  • 5+ years experience in a Helpdesk role
  • 3+ years experience in leadership of managed services projects with teams of approximately 50+ people

Additional Preferences

  • 3+ years' experience in managing Helpdesk and cross functional project management
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Large organization experience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Proficient in project management software (e.g. Microsoft Project) and possess the ability to train others to use the platform.
  • Knowledge of ITIL processes
  • Must be individually process driven and results-oriented
  • Excellent leadership, communication, facilitation, influencing and relationship skills
  • Problem and conflict solving abilities collaborating and influencing people across organizations and levels
  • Strong facilitation skills and ability to manage expectations (requirements sessions, design meetings, progress and status meetings)
  • Effective and personable communication with team members and vendors to achieve desired results

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas.

As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers.

We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

30+ days ago