Enterprise Technology Information Helpdesk Manager
Location
Mumbai | India
Job description
Job Description
At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom – we give you the tools you need to succeed and the autonomy to reach your goals. We are seeking an ETI Helpdesk Manager for our Mumbai office. We are seeking someone who thrives in a growing environment and providing clients with exceptional services.
What it Means to Work for EisnerAmper: - You will get to be part of one of the largest and fastest growing accounting and advisory firms in the industry.
- You will have the flexibility to manage your days in support of our commitment to work/life balance.
- You will join a culture that has received multiple top 'Places to Work' awards.
- We believe that great work is accomplished when cultures, ideas and experiences come together to create new solutions.
- We understand that embracing our differences is what unites us as a team and strengthens our foundation.
- Showing up authentically is how we, both as professionals and a Firm, find inspiration to do our best work.
- Numerous Employee Resource Groups (ERGs) to support our Diversity, Equity, &Inclusion (DE&I) efforts.
What Work You Will be Responsible For: Lead and inspire a team of Help Desk Technicians to deliver exceptional support. Foster a positive and collaborative team culture focused on continuous improvement.
- Support Operations
- Responsible for leadership of Help Desk Technicians, supporting a global workforce.
- Serve as the technical escalation point for the technicians
- Experience with ticketing system to assist in reporting, and identifying issue trends.
- Work alongside with other Team Leaders in managing the Incident and Request queues.
- Monitor and maintain consistency of Incident and Request prioritization, delivery of service, and follow-up to ensure SLA expectations adhered too.
- Work scheduled shifts, and have the ability to work varied hours, days, nights, weekends, and overtime as dictated by business needs or department heads.
- Maintain regular and predictable attendance.
- Requires on-call availability in rotating 24x7x365 schedule.
- Adhere to a specified number of weekends expected to cover on average for on-call and backup, during After-Hours.
- Desktop management software and imaging experience.
- Experience creating and maintaining technical and end user documentation.
- Manage local and firm impacting projects.
- Make recommendations to streamline the ITSM Incident and/or Request workflows.
- Enable, coach and empower team to make decisions associated with their work.
Job Role As the Service Desk Manager, you'll lead a dynamic team of Help Desk Technicians while actively engaging in handling support inquiries. Your role involves providing assistance to customers through phone conversations, face-to-face interactions, and utilizing a ticketing system. You'll play a pivotal part in supporting ETI's mission to deliver outstanding support services, prioritizing first-rate user satisfaction. If you bring a demonstrated history of leadership, technical problem-solving skills, and a genuine passion for building strong relationships.
Job Requirements Required /Pref Skills - Experience in leading teams through metrics and servicing.
- Significant experience leading, coaching, training and developing teams.
- Bring with you a personal drive towards success and growth in both our department and organization.
- Proficiency with Microsoft products.
- Excellent written and oral communication skills, with the ability to build strong relationships.
- Strong customer service and communications skills.
- Attention to detail and think logically.
Required Qualifications - Bachelor's Degree in Business or Computer Science highly preferred
- 4 years' experience in management/supervisory role.
- Strong leadership experience
- 3+ years' experience with performing Help Desk support in corporate environment.
- Must have solid Desktop Technical background
Required - Certifications: HDI Support Team Lead, ITIL, or CompTIA A+
Preferred - Flexibility to travel to other local offices when deemed necessary.
- Continued Professional Development
- On-the-job learning and short training courses by accredited certification training companies who are approved by IT vendors such as Microsoft (for Windows) and Cisco (for networking).
Disclaimer Critical features of this job are described under the times above. They may be subject to change at any time due to business or position needs. This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Preferred Location:
Mumbai
Job tags
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