#VDartInc #Hiring :: #Service Desk Lead/ Manager – Cary, NC // Call 678-720-3170

I am hiring for one of our direct client /Implementing partner. Please find below the Job Description, if interested please revert with the updated copy of your resume in a word format and a good time to discuss this opportunity further. If you are not looking for a change at this time – appreciate if  you could forward this opportunity to your friends or colleagues; so that we can help someone who may be in search of a job or looking for a change.

Role: Service Desk Lead/ Manager

Location: Cary, NC     

Permanent/ FTE Position             

General Description

Responsibilities :-

  • To manage the Service desk staff to ensure consistent and high quality service to the customer’s End users inline with all SLA’s and KPI’s.
  • To maintain an effective and efficient Service desk tightly linked with customer business objectives.
  • Ensure continuous improvement of services provided to customer end users.
  • Provide Problem Management System support activities
  • Act as technical liaison between Service desk, customer business groups, and IM support groups
  • Maintain technical skill continuity and consistency of Service desk staff
  • Develop improvement programs based on the results of customer survey and other measures to meet agreed levels.
  • Ensure operational excellence of the Service desk. Implement Global problem Management and Escalation process.
  • Implement & maintain staffing and scheduling for Service desk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.
  • Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the Service desk
  • Includes preparation of Service desk staff to support new technology
  • Maintain skills inventory of Service desk analysts and Work Request Co-coordinators:
  • Evaluate technical skills
  • Develop and maintain Training Plan
  • Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.
  • Implement complaint handling (management escalation) process for the Service desk.
  • Liaison with the training team on issues of staff preparedness, “How Tos”, “FAQ’s”, training, etc. for both Service desk and for the end user community
  • Should keep knowledge updated by going through documentation periodically, updating documentation whenever new/change in process.
  • Documentation of Service desk processes and manage Service desk related projects
  • Liaison between Service desk and other groups on technical support issues:
  • Proactively work with other groups on normal process support issues
  • Reactively work with other groups, gather technical information at outages, reduced services, emergencies or other exceptions from normal process


Technical Requirements

  • Strong Service Orientation
  • Strong inter-personal skills
  • Ability to operate effectively in multi-national and multi-cultural business
  • Disciplined and systematic problem solving skills required
  • Good analytical and root cause analysis skills
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows XP, Windows 2000, Windows 98
  • Servers: Windows 2000, Windows 2003
  • Remote desktop connectivity applications,
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
  • Internet browsers (e.g. Explorer, Netscape, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications


Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • 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 successfully provide hardware/software/network problem analysis and resolution support over the phone.
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality
  • . Seek solutions to chronic problems

Years of Experience

Total : 6 – 7 years’ experience in Help Desk, Information Management, or Customer Service delivery field

Relevant : Minimum of 3 years supervisory experience in managing technical Help desk/service desk

Certification requirements

– Microsoft Office Specialist (MOS)

– Preferred MCP/MSCE/MSCA or HDI SCM or Cisco Certified

– ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred


Education requirements

Bachelors / Masters / Equivalent

Abraham | +1 678-720-3170 | abraham@vdartinc.com

Thanks & Regards,

Abraham | +1 678-720-3170 | abraham@vdartinc.com